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Online Financial Services Falling Behind the Phone
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Cyberatlas: A Jupiter consumer survey found that customer service (52 percent) and federally insured accounts (59 percent) are the most important qualities consumers look for when choosing a financial services provider. Only 7 percent of consumers cite availability of promotions as important criteria for selecting a financial provider. While many financial institutions focus on features, consumers' demands largely fall in two basic categories: trust and convenience, and Jupiter analysts caution that new features produce only complexity, which is fundamentally at odds with the desired goal of customer convenience. (2001-04-22)
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