2 in 3 Singapore bank customers keen to try digital banks: poll

According to a study consultancy firm JD Power, Bank users in Singapore led by younger customers welcome the entry of digital banks. 

Nearly two-thirds (65 percent) of customers are interested in opening digital bank accounts in 2019, compared with 52 percent last year, according to the poll.

Seventy percent of younger customers, born in or after 1980, are willing to use digital banks, while 59 percent of the rest of the customers are open to digital banking, the poll finds.

For non-branch users, 64 percent are willing to use digital banks, about the same as regular branch users, of which 66 percent are willing.

Nearly half of customers (47 percent) have multi-account programs, which are special saving programs that give customers extra interest when they credit salaries to their bank accounts, and use other bank services such as credit cards and bill payment, according to the study.

"These accounts enable banks to attract new funds, but more importantly provide ways to deepen relationships with their customers," JD Power said.

However, 23 percent of customers with these accounts are likely to switch their primary bank for better interest in the next 12 months, compared with 14 percent of customers who are not using multi-account programs, according to the survey.

The use of mobile banking apps has also increased to 65 percent from 53 percent in 2018, versus Hong Kong's 43 percent adoption rate.

HSBC, Out of the eight banks in the study, ranked highest in retail banking customer satisfaction with a score of 769, and scored highest in three - product offerings, fees and problem resolution - out of six study factors. The other three factors are account activities, account information and facility.