While online banking continues to become more prevalent, the general perception seems to be mixed. This stems from the fear of having critical information hijacked online, and the subsequent potential for unauthorized withdrawals from bank accounts. While this threat is very real and a growing problem around the globe, it has not stopped online banking’s growing popularity.
A recent comScore Media Metrix report detailed the online banking picture in the U.K., where almost a third of the total online population did their banking online during January 2008. During the month, 10.9 million banking customers logged onto at least one online bank account, which amounts to almost a third of the total unique online audience of 33.3 million.
Royal Bank of Scotland (RBS) Group (which includes NatWest Bank and Royal Bank of Scotland) drew 2.9 million unique customers, the most of any bank on an aggregate basis, with each customer visiting an average of 5.9 times during January.
Lloyds TSB was the largest individual online bank, drawing 2.8 million unique customers, each visiting an average of 6.8 times during the month.
Halifax Bank of Scotland (HBoS) (which includes Halifax and Bank of Scotland) drew 2.4 million customers, each visiting an average of 6.1 times. HSBC drew 2.4 million customers, each visiting an average of 5.2 times. Barclays Bank drew 1.7 million customers, each visiting 5.9 times during January.
These figures do not take into account visits from Internet cafes or mobile devices.
Stateside, customers seem to be growing more satisfied with their online banking experiences. Just a few weeks ago, a survey released by ForeSee Results, which used the University of Michigan’s American Customer Satisfaction Index, revealed that the index reflected a score of 82 out of a possible 100 for online banking. This was a noticeable 12% increase (9 points) from the 73 observed in 2003.
With success come those who try to take advantage of it. During the same week that the ForeSee study was released, Apacs, the U.K. payments association, indicated that phishing attacks that attempt to grab customers’ financial information jumped from 3,394 during the first quarter of 2007 to 10,235 during the first quarter of 2008, more than a 200% increase. These schemes involve e-mails being sent to unknowing customers, asking them to verify or update their personal security information.
In Japan, during the last nine months of 2007 (April to December), 191 cases of illegal cash withdrawals from online bank accounts were reported. This was nearly double the 100 cases reported during the entire fiscal year of 2006. While counterfeit cash cards and stolen cash cards have shrunk in their prevalence and impact, it seems that fraudsters in Japan are following banking customers online.
As identity thefts continue to take place at disturbingly rapid paces (one occurs every four seconds, many experts say), online and mobile banking will continue to be vulnerable to fraud attacks. Banks that offer online services should continue to make education and awareness a priority. This will be a critical issue in future satisfaction surveys.
Sources:
http://www.comscore.com/press/release.asp?press=2198
http://ap.google.com/
article/ALeqM5hw5R12iI2f6hOI4mhfw3v2mTgSpAD9022IQ80
http://ukpress.google.com/article/ALeqM5g0O9KTo5pFrjehD4bmtj2xA7TJ-A
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