Digital Banking is starting to appeal to Italians, becoming an increasingly complementary channel to the branch. For this reason, all the main banking groups have adapted to the change, investing in the development of mobile services, the true future of digital banking. Italians' approach to digitization is evolving, and a new awareness is developing on the importance of Fintech as an integral part of banking.
This is what emerges from What a Bank! Digital Banking Index, now in its eighth edition.
According to the study, 18,7 million Italians operate on their online current accounts, a good 2,3 million more than last year. The Web remains the most used solution (71,2%), but mobile banking has recorded a record increase of 71% in two years, reaching 6,5 million users.
All 24 credit institutions analyzed in detail by the study offer at least one App for accessing the online account which allows you to carry out transactions and consult your balance. However, more advanced features are also growing, such as trading in funds and shares and payment services between people (Peer-to-Peer). Less than half of the Apps included in the Che Banca! it does not include an asset management service and only one third offers real-time information on stock market quotations.
Online account holders have a total of 25,6 million accounts which they can access via the Web or App: an average of 1,3 online accounts per account holder. The top 5 banking groups of the 24 analyzed by CheBanca! Digital Banking Index host more than half of the accounts with online access (57,4%) of the Italian banking system, while 7 "medium" institutions boast 25% of customers.
However, the branch remains a fixed point for Italians, not only for more complex operations but also for updating documentation or for making payments.
“This latest edition of the Digital Banking Index reaffirms the importance of a multi-channel approach for
continuous development and strengthening of the relationship with our customers - declares Alessandro D'Agata,
General Manager of CheBanca! – Alternative ways of accessing the bank translate, in fact,
in the “more channels, more services” equation, demonstrating that customers are looking for ubiquitous and continuous banking services. In light of these premises, even for those services for which the human component will remain central, we will continue to invest in technological solutions at the service of customers, managers and financial advisors with the aim of making interactions with the bank even simpler, more frequent and interactive".
