OpinionWay recently led a study for Auriga – leading supplier of software solutions for the banking industry in Europe – aiming to understand the needs and expectations of French consumers regarding ATMs. Findings indicate that 95% of French people rely on cash machines, but that the same percentage would appreciate new functionalities and services. Indeed, the network is considered as outdated by a quarter of consumers, especially millennials.
While ATMs are mainly used to retrieve cash, 45% of users declared using them to deposit cheques and 39% to check their account balance. During the survey, participants were asked to mention functionalities that are, in their opinion, currently lacking from ATMs. The top 3 suggestions were the ability to withdraw and deposit banknotes as well as coins, cardless cash withdrawals and a video option enabling customers to talk to bank advisors. All of these services are already available in NCR Corporation’s last generation of ATMs deployed for now in the US and Switzerland.
Besides, consumers mentioned that they would appreciate ATMs to offer other services like the ability to reserve and print tickets for music or sport events, a functionality that is widely used in Spain, Portugal and Italy.
Thierry Crespel, EMEA Sales Director at Auriga, noticed that today’s consumers are more demanding, most probably because they are used to the convenience provided by new technologies. In his opinion, the study demonstrated that ATMs have a lot of potential in France, but should be enhanced to remain competitive and better satisfy the needs of younger consumers.