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Bank customers demand new tech but are reluctant to use it

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15/05/2019
Concerns about security and privacy is putting bank customers off using new technologies like fingerprint and voice recognition - but they still want their banks to offer these services.

A study by global bank ING has revealed that two thirds (69%) of Brits would like banks to deliver the latest technologies to their customers.

But 63% of people surveyed said they’d never used a non-PIN or password option to log in to a banking app.

Only half of respondents rated facial recognition as a safe tool and just 35% thought voice recognition was secure.

Some 41% said they wouldn’t want a computer programme recommending improvements to their spending habits.

Meanwhile, 70% still use their bank branch, in most cases in addition to new technology.

Jessica Exton, behavioural scientist at ING, said: “Many people are now mobile bankers, using multiple devices to manage their money on the go and across different platforms.

“Yet while a large majority agree that the latest financial technologies should be available to them, when it comes to newer digital ways of managing money, we see some reluctance around adoption. Concerns about security, privacy and maintaining control of finances appear to be key barriers.”

She added: “Over time and if new digital approaches are shown to be reliable, useful and socially accepted, it is possible that the uptake of services such as automatically generated advice for budgeting and even investing could be rapid.”

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