Financial institutions still lacking responsive design

Eindhoven, 30 March 2016 – The websites or portals of financial institutions do not yet have a responsive design. A total of 498 professionals from the banking, insurance, pension, mortgage and accountancy sectors were asked what is possible within their company in the field of online collaboration. A responsive design, in which the website is structured in such a way that all content is optimally displayed on various screen formats, was only mentioned by 31%. This is unfortunate because it limits the capability of the end user to contact financial institutions independent of time and place. Hyarchis, specialist in content and online collaboration solutions, has compiled this and other survey findings in the report ‘Ready? Set. Go! Online samenwerken met klanten: is de financiële markt futureproof?” [Ready. Set. Go! Collaborating online with customers: is the financial market future-proof?].

Which are the top 5 features?

In the front office of financial service providers, the range of possibilities is wide, from providing online and interactive advice to facilitating video chats. But which features are given priority by financial institutions? The respondents mentioned the following top five. Requesting specific customer information online reached the number 1 position (41%), while requesting a quote online came in second with 39%. The number 3 spot was taken by the option of making an appointment online to see an advisor or employee in person (37%), while submitting a question using social media (37%) was in 4th place. And bringing up the rear of the top 5 list was requesting interactive advice online (35%).

“All these possibilities relate to setting up the front office,” says Serge Leclercq, Commercial Director at Hyarchis. “That’s great, because a well-equipped front office forms the basis when it comes to online collaboration with customers. But if you really want to work online as an organisation, the mid-office and back-office processes will also have to be fully adapted to the online collaboration principle. The fact that not even one in three professionals said that their website or portal is responsive clearly illustrates that there’s still a long way to go.”

Report

You can learn more about this survey in the research report “Ready? Set. Go! Online samenwerken met klanten: Is de financiële markt futureproof?” [Ready. Set. Go! Collaborating online with customers: is the financial market future-proof?]. You can download the report here. A special mortgage appendix has also been published, which you can download separately here.

 

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