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Websites 'least important' for corporate customers: East research

Websites ‘least important’ for corporate customers: East research

The usefulness of a transaction banks' website has been rated the least important relationship factor by Asian Corporates. East and Partners survey of Asia's Top 900 corporates (ex-Japan), released last week, ranked websites as last out of 27 factors surveyed. The result echoes the previous survey, conducted six months ago.

"This result remains a damning comment on the value to corporate customers of much bank behaviour in "relationship" development and banking," said Paul Dowling, East and Partners Principal Analyst.

"The website based tools and techniques that are being used by banks to grow and extend their existing corporate transaction relationships, and that are working so effectively in other geographies, are not highly regarded by corporate customers in Asia, irrespective of how well they are executing."

The East survey shows that Asian corporates prefer a more direct, personalised service delivery model at variance with bank's preference to move to indirect delivery.

Emphasising the demand for service, the top three relationship factors were - for the second time - Response Time on Queries, the Quality of Transaction Execution, and Electronic Service Delivery and Quality of Overall Service Delivery.

Copies of the report can be ordered from
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