A survey by Booz Allen Hamilton shows that, in much of western Europe, the branch is still customers’ preferred interface with their banks. Ironically, it is often in the regions where the branch is most popular that customers are the most dissatisfied with service. And even more worryingly a second survey by Finalta shows that bank are making poor use of this communication channel. Stephen Timewell digests the data.
The low capital base of the Russian banking sector is a serious concern; it could hamper the country’s ability to achieve its ambitious growth targets. But there is growth.Stephen Timewell reports from Moscow.The Russian economy may be growing strongly, with latest GDP growth estimates put at 5.8% in 2004, but Russian bankers are concerned about the low capability of Russia’s banks and their lack of access to long-term funds.
Massimo Arrighetti, head of retail at Italy’s Banca Intesa, talks to Stephen Timewell about the earthquake in his bank’s retail sector that has led not only to a radical rethink, but also to a step change in processes.When Banco Ambrosiano Veneto, Cariplo and Banca Commerciale Italiana joined forces in late 2002 to form the largest bank in Italy, Banca Intesa, they also formed a bank with a staggering 1,500 different retail products.