By 2020, 36 per cent of consumers believe that they will be doing all of their banking on smartphones. Meanwhile, 67 per cent of banks predict that all of their UK consumers will be using some form of mobile banking by 2017.

The survey, performed by business technology provider Avanade, questioned 30 customer service managers from UK banks, and 2,000 customers. It showed that while nine in 10 banks make customer service a priority, only three in 10 customers say that dealing with their bank is easy and pleasurable. 66 per cent of consumers think their bank can do more for them, with 32 per cent wanting more mobile apps.

Nic Merriman, Avanade UK CTO for financial services, said: “Although recognising their importance, banks appear to be underusing CRM and mobile technologies despite customer expectations — with too much fragmented marketing, too little use of mobile technology and a failure to offer personalised services, even though the technology to do all of this is already in place.

“UK banks need to match customer demand with the right technologies in order to stay ahead of their counterparts and compete effectively in a tough environment.”

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