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Our Bureau

Mumbai , Jan. 10

BANK customers in India expect more personalised services from ATMs, according to a recent survey conducted by NCR Corp, a global technology company involved in manufacturing and supply of ATMs and related services in India.

The survey, conducted for NCR by AC Nielsen ORG-MARG, sought to understand the importance of customer service aspects of retail banking and the role of ATMs as the most preferred service access point for customers and a vital customer touch-point for banks, said a press release.

The survey revealed that more than 50 per cent of those surveyed preferred the ATM channel for communication or information on products and services, while 32 per cent voted it as the preferred method of basic information. Another 21 per cent said they would even take pre-approved, personalised offers directly from the ATM. As against this, there was a limited appeal for customers in other forms of marketing cold calls.

``The survey validates our insight that the Indian consumer now expects an ATM to almost mirror a traditional teller's job. We, therefore, offer ATMs that are capable of imparting a personal touch to the transaction experience,'' said the release quoting Mr Deepak Chandnani, Managing Director, NCR India.

The survey revealed that nearly 90 per cent of the ATM users would definitely or very likely use ATMs to request for specific information. The survey also showed that coming out with new products and services is the most important service aspect desired by ATM users, followed by receiving clear and detailed communication about such products and services.

People would use ATMs for deposit transactions if perceptions about safety concerns or operational issues are effectively addressed, it said.

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