Affected by internet finance Pressure on bank upgrade

Zhang Wei by reporters from Beijing

When the internet finance products represented by Yu Ebao started to come one after another, it will directly bring bank impact and demand deposits will start to flow out. At the same time, the banks began to seek change.

Internet banking for banks have much impact? Last Friday (July 18), the 2014 China Retail Bank Customer Satisfaction Study (RBSS) released by JDPower Asia Pacific provided an answer.

In this regard, JDPower Asia Pacific Business Development Manager Fu Ying-nan explanation is: "Internet finance has greatly affected the customer's expectations, when the money-fund products every day can be concerned about the proceeds, and in the case of banks did not change much, It reduces the customer's satisfaction with the bank. "

JDPower Asia Pacific Beijing Branch Director Zou Xin to the "Daily Economic News" reporter said that through the study, banks began to pay more attention to retail banking customer satisfaction.

Compete for retail banking

Guo Tian Yong, professor at the Central University of Finance and Economics, said in an interview with the media: In the short run, the impact of Internet finance on the banking industry mainly lies in the retail area, especially in the low-end customers. The largest impact brought by internet finance, which represented by YuBaoBao and other monetary products, was the large loss of current deposits. As of June 30, 2014, the balance scale of YuBao Bao was close to 600 billion yuan.

However, according to the research report released by JDPower Asia Pacific, the impact of Internet finance on bank retail business is far from simple. RBSS showed that retail banking customer satisfaction remained stable in 2014 as compared to 2013, and that high customer awareness and penetration of Internet finance competed with retail banks.

Research shows that as a new financial institution different from traditional bank financial services, Internet finance is widely concerned by the market after its launch. Ninety-five percent of retail banking customers in China said that they knew one or more Internet financial products, and that Internet financial products had a high share of clients (61%), and 84% of them hold or Holdings of such products.

At the same time, internet finance began to affect the retail banking customer experience, which is particularly evident among 35- to 49-year-old clients. In this segment of the customer base, customer retail banking satisfaction (754 points) using Internet financial wealth management products was lower than customer retail banking satisfaction (769 points) using Internet financial wealth management products by 15 points.

Zou Xin said that from the customer's point of view, the convenience and openness of Internet finance is even more important, including the threshold is very low, and can easily pay. On the other hand, the terminal that the customer uses in the process of transferring money is not convenient, will also have some influence on its experience.

Satisfaction affects the long-term interest of the bank

According to Mei Songlin, vice president of JDPower Asia-Pacific Company, more and different types of banks have entered the retail banking market in China since 2009, which has led to an increasing emphasis on customer satisfaction by all banks.

At the same time, the customer satisfaction of word of mouth recommendation, cross-purchase of products, the impact on customer loyalty significantly increased, through the years report, customer satisfaction and bank customers are very close relationship between the preservation. For the past 12 months, the number of high-profile word-of-mouth testimonies to banks has been 7.5 and the low level of satisfaction has been 3.8. In addition, 68% of high-satisfaction clients will certainly recommend this bank for use to Peripheral friends or colleagues, only 2% for low satisfaction users, "said Mei Songlin.

2013 is a year of rapid growth of Internet finance. Apart from the advantages of Internet finance, customers are reminded of their satisfaction with the bank. At the same time, their satisfaction with banks is also counterproductive in their desire to hold onto Internet financial products again.

Mei Songlin introduction, for the user's share of wallet terms, high satisfaction customers to buy Internet finance capital ratio is 35%, 65% of the money or put financial institutions, but for low satisfaction customers, 45% of the money will To buy internet products, only 55% of the money is placed on financial institutions.

Mei Songlin also said that for the next 12 months, 70% of high satisfaction customers said they will once again buy the bank's financial products, and only 3% of low satisfaction customers said they will buy the bank's financial products; for the current holdings Financial products, customers, high satisfaction with his Internet financial products to increase the proportion of 58%, low satisfaction again to buy the Internet, the proportion of products is 66%.

In terms of bank type, the satisfaction of large commercial banks in terms of cost and product factor has declined compared with that of 2013. Although joint-stock banks have seen some improvements in facilities and problem solving, their experience of customers has dropped significantly in terms of channel factors.