{"id":18042,"date":"2015-05-14T23:01:02","date_gmt":"2015-05-15T03:01:02","guid":{"rendered":"http:\/\/isarta.com\/infos\/?p=18042"},"modified":"2015-05-15T11:38:41","modified_gmt":"2015-05-15T15:38:41","slug":"services-bancaires-les-canadiens-preferent-le-web-aux-succursales","status":"publish","type":"post","link":"https:\/\/isarta.com\/infos\/services-bancaires-les-canadiens-preferent-le-web-aux-succursales\/","title":{"rendered":"Services bancaires : les Canadiens pr\u00e9f\u00e8rent le Web aux succursales"},"content":{"rendered":"<p><a href=\"http:\/\/isarta.com\/infos\/wp-content\/uploads\/2015\/05\/Fotolia_74694560_XS.jpg\"><img loading=\"lazy\" class=\"aligncenter wp-image-18211 \" src=\"http:\/\/isarta.com\/infos\/wp-content\/uploads\/2015\/05\/Fotolia_74694560_XS.jpg\" alt=\"Human hand with credit card getting access to ATM machine\" width=\"264\" height=\"220\" \/><\/a><\/p>\n<p><strong><span style=\"color: #000080;\">Seulement 23 % des Canadiens pr\u00e9f\u00e8rent transiger dans une des succursales de leur institution financi\u00e8re, alors que 46 % pr\u00e9f\u00e8rent transiger en ligne.<\/span><\/strong><\/p>\n<p>C&rsquo;est l\u00e0 l&rsquo;une des principales conclusions de la r\u00e9cente\u00a0<a href=\"http:\/\/www.accenture.com\/SiteCollectionDocuments\/PDF\/Accenture-2014-NA-Consumer-Digital-Banking-Survey.pdf\">enqu\u00eate<\/a>\u00a0de la firme Accenture, r\u00e9alis\u00e9e aupr\u00e8s de 4 000 clients de diverses institutions financi\u00e8res au Canada et aux \u00c9tats-Unis.<\/p>\n<p>Parmi les autres faits saillants de l&rsquo;\u00e9tude, on apprend que :<\/p>\n<ul>\n<li>82 % des r\u00e9pondants canadiens ne changeraient pas d&rsquo;institution financi\u00e8re si leur succursale locale venait \u00e0 fermer.<\/li>\n<li><strong>Deux tiers des r\u00e9pondants canadiens jugent que la relation qu\u2019ils entretiennent avec leur institution est d&rsquo;abord transactionnelle<\/strong> (exemple : payer un compte, encaisser un ch\u00e8que), plut\u00f4t que bas\u00e9e sur une relation de service-conseil \u00e0 valeur ajout\u00e9e.<\/li>\n<li>M\u00eame si 92 % des r\u00e9pondants de 18-34 ans (les\u00a0<em>Millennials<\/em>) se disent satisfaits des services offerts en ligne, 18 % ont chang\u00e9 d&rsquo;institution dans la derni\u00e8re ann\u00e9e.<\/li>\n<li>Pour la premi\u00e8re fois dans le cadre de cette \u00e9tude, la qualit\u00e9 des services bancaires en ligne est le crit\u00e8re d\u00e9terminant num\u00e9ro 1 pour qu&rsquo;un consommateur reste fid\u00e8le \u00e0 son institution, devan\u00e7ant notamment le crit\u00e8re des frais de services.<\/li>\n<li>27% des r\u00e9pondants seraient pr\u00eats \u00e0 consid\u00e9rer une institution financi\u00e8re sans succursale physique s&rsquo;ils avaient \u00e0 changer d&rsquo;institution. Ce pourcentage est de 39% chez les 18-34 ans.<\/li>\n<\/ul>\n<p><span style=\"color: #000080;\"><strong>Revoir le r\u00f4le des succursales ou r\u00e9duire leur nombre?<\/strong><\/span><\/p>\n<p>Les constats de l&rsquo;\u00e9tude d&rsquo;Accenture am\u00e8nent \u00e0 se questionner.<\/p>\n<p>Tout comme les services bancaires automatis\u00e9s, le commerce en ligne prend de plus en plus d&rsquo;ampleur au Canada. Malgr\u00e9 tout, il semble qu&rsquo;une\u00a0<a href=\"http:\/\/isarta.com\/infos\/?p=6798\">majorit\u00e9<\/a>\u00a0de consommateurs pr\u00e9f\u00e8rent encore acheter en magasin, l\u00e0 o\u00f9 ils jugent l&rsquo;exp\u00e9rience d&rsquo;achat sup\u00e9rieure \u00e0 celle offerte en ligne. Ce ne semble pas \u00eatre le cas pour les services bancaires.<\/p>\n<p>Donc, est-ce que les conclusions de l&rsquo;\u00e9tude signifient que les institutions bancaires doivent r\u00e9duire leur nombre de succursales? Selon Jodie Wallis, directrice chez Accenture, cela signifie d&rsquo;abord que celles-ci doivent r\u00e9fl\u00e9chir au r\u00f4le de leurs succursales physiques et repenser \u00e0 la valeur ajout\u00e9e qu\u2019elles offrent.<\/p>\n<p>Dans le contexte actuel o\u00f9 le consommateur est de plus en plus inform\u00e9 et fait davantage confiance \u00e0 ses pairs qu\u2019aux employ\u00e9s de l\u2019entreprise avec laquelle il fait affaire, <strong>repenser le r\u00f4le des conseillers financiers<\/strong> semble effectivement un point sur lequel \u00a0les institutions financi\u00e8res doivent se pencher.<\/p>\n<div class=\"brdr2\"><\/div>\n<div class=\"likebtn_container\" style=\"clear:both;text-align:center;\"><!-- LikeBtn.com BEGIN --><span class=\"likebtn-wrapper\"  data-identifier=\"post_18042\"  data-site_id=\"5cc1ecd16fd08b776710d1e9\"  data-theme=\"drop\"  data-btn_size=\"100\"  data-icon_l=\"false\"  data-icon_d=\"false\"  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