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Interactive Banking in the US: Making the Most of a Multi-Channel World

Product Type: Market Research Report
Published by: eMarketer
Published: November 2003
Product Code: R203-377
Description
As customers discover how efficient the Internet is when it comes to data-intensive tasks, and as banks offer a wider array of web-ready transactional services, day by day, the online banking channel is revamping the entire banking industry.

Attention: Bankers, Financial Service Providers, Technology Vendors and Marketers.

The Interactive Banking in the US report provides a comprehensive study of the trends that are shaping today’s banking market -- along with detailed strategies on how to take advantage of them.

The term “interactive” is used in the title of this report because banking is the definitive cross-channel business. Retail customers increasingly expect similar banking services and products no matter what channel they use to access them: online, local branch, ATM or call center. While its core is consumer banking, the report also deals with small-business banking and managed accounts for the mass affluent.

The report addresses the five challenges facing interactive banks:

  • Integration Issues

  • Billing Basics

  • Profitable Products

  • Technology Troubles

  • Security Concerns

Filled with comparative estimate charts for areas such as online banking customers and online bill payment households, Interactive Banking examines the drivers behind online banking’s growth, the forces that make the growth unstoppable and why the Internet may soon become an even more profitable channel for the US banking industry.

Here is an example of the type of information within the report.

What Online Banking Customers Want

What activities engage online banking customers? The fundamental things apply: viewing statements and checks, paying bills, checking balances and transferring funds.

InsightExpress found that 28% of US consumers access their primary banking institution by phone, the Internet or at branches at least three times per week. This frequency of banking access by consumers is behind responses in the Pew Internet & American Life Project study. When asked what was “very important” fin their decision to bank online, 79% cited the ability to bank when it’s convenient. And in a related reason, 71% said that banking online saves time.

Get the One-Stop Interactive Banking Report

Drawing on surveys, findings and data from some 60 sources, including leading financial firms, publications and agencies such as the ABA Banking Journal, American Banker, AFP, FTC, Gallup, Ipsos-NPD, PwC, RoperASW and in combination with eMarketer’s in-depth projections and analysis, the Interactive Banking in the US report simplifies the shifting and often contradictory reports of banking pitfalls and opportunities to give you information you can bank on.

Table of Contents
Methodology
The eMarketer Difference
The Benefits of eMarketer’s Aggregation Approach
“Benchmarking” and Projections

I US Market Trends, Size & Growth
Challenges Relating to the Online Channel According to Banking Executives in he US, 2003 (as a % of respondents)
Online Banking Penetration at the 50 Largest US Banks, 2001-2007 (as a % of the dult population)
A. Cross-Channel Currents: Online, Branch,ATM, Phone
Banking Channel Usage* among US Consumers, 2003 (as a % of respondents)
Channels US Consumers Use Regularly to Conduct Banking Transactions, 2003 (as a % of respondents)
Banking Delivery Channels Used by US Households, November 2002 (as a % of otal households)
US Consumers’ Preferred Channels for Banking, 2002
Banking Channel-Use Segmentation among US Online Households, 2003 (as a % f respondents)
Most Commonly Used Banks among US Households, by Channel-Use Segment, 2003 (as a % of online households)
Leading Consumer Channel* for US Community Banks, 2002 & 2006 (as a % of espondents)
The Branch & The Internet
Average Number of Banking Branch Visits per Month by US Consumers, 1995-2002
Frequency of Bank Branch Use in the US, by Occupation, July 2002 (as a % of espondents)
US Bank Customers’ Reasons for Using Branch Office During the Past Year, 2002 (as a % of respondents)
US Consumers Who Shop Online for Financial Products and Services, 2002 (in illions)
Banking Branch Visits for Account Openings in the Past Year, by Age, 2002 (as a % f respondents)
Methods Used by US Adults to Apply for Financial Services Products, 2003 (as a % of respondents)
US Consumers’ Opinions Regarding the Ease of Opening a Checking Account Online, by Bank, 2003 (on a scale of 1 to 10*)
B. The US Banking Market: Total & Online
Top 25 US Bank and Thrift Holding Companies, by Assets, 2002 & 2003 (in billions)
US Banking Households, 2001-2007 (in millions)
US Online Banking Customers, by Bank, 2000-2002 (in thousands)
US Online Banking Customers, by Bank, 2001 & 2002 (as a % increase/decrease s. prior year)
C. Counting Online Banking Customers
US Households Banking Online, 2001-2007 (as a % increase vs. prior year)
US Households Banking Online, 2000-2007 (in millions)
US Households Banking Online, 2000-2007 (as a % of total and online ouseholds)
Comparative Estimates: US Households Banking Online, 2001-2007 (in millions)
Comparative Estimates: US Households Banking Online, 2001-2007 (as a % ncrease vs. prior year)
Comparative Estimates: US Households Banking Online, 2001-2007 (as a % of otal households)
Comparative Estimates: US Households Banking Online, 2001-2007 (as a % of nline households)
D. The Online Channel: Banking Priorities
Strategies Considered “High Priority” by Banking Executives in the US, 2003 (as % of respondents)
Online Channel Strategies Considered “Very Important” by Banking Executives n the US, 2003 (as a % of respondents)
Online Channel Development Considered “High Priority” by Banking Executives n the US, 2003 (as a % of respondents)
Metrics Used to Determine the Success of the Online Channel among Banking Executives in the US, 2003 (as a % of respondents)
Electronic Services’ Priorities over the Next Three Years for US Community Banks, 2003 (as a % of respondents)

II The Banking Customer
A. Demographics, Income & Experience
Total and Online Households in the US, 2000-2006 (in millions)
Gender,Age, Race/Ethnicity
US Adults Banking Online, by Age, 2002 (as a % of Internet users in each roup)
US Adults Banking Online, by Gender, 2002 (as a % of Internet users of each ender)
Online Banking Users in the US, by Age, 2001 & 2002 (as a % of adult population in ach age group)
US Consumers Who Always Shop around for Financial Products, by Age, 2003 (as % of respondents)
US Consumers Who Do Their Own Research before Making Financial Decisions, y Age, 2003 (as a % of respondents)
Financial Services Tasks Performed Online by US Baby Boomers, by Income, 2003 (as a % of respondents)
Online Financial Accounts Used by US Baby Boomers, by Income, 2003 (as a % of espondents)
Financial Services Tasks Performed Online by US Baby Boomers, by Race/Ethnicity, 2003 (as a % of respondents)
Online Financial Accounts Used by US Baby Boomers, by Race/Ethnicity, 2003 (as % of respondents)
Income
Online Banking Households in the US, by Income, 1998-2003 (as a % of ouseholds within each income group)
US Adults Banking Online, by Race/Ethnicity, 2002 (as a % of Internet users in ach group)
Online Banking Users in the US, by Income, 2001 & 2002 (as a % of adult opulation in each income group)
Experience
US Adults Banking Online, by Experience Online, 2002 (as a % of Internet users in ach group)
Online Banking Users in the US, by Year of First Internet Use, 1998-2002 (as a % Internet users)
Demographics of At-Work Internet Users in the US, by Experience Online, 2003
US Internet Users Who Bank Online, by Experience Online, 2002 (as a % of espondents)
B. Overall Online Activities
Online Activities of Parents vs. Non-Parents* in the US, 2002 (as a % of espondents)
Online Activities of Parents vs. Non-Parents* in the US, 2002 (as a % of espondents)
Popular Online Activities among Internet Users in the US, 2002 (as a % of espondents)
Popular Online Activities among Internet Users in the US, 2002 (as a % of espondents)
C. What Bank Customers Do Online
Activities Conducted by US Online Banking Customers, 2003 (as a % of espondents)
Financial Activities Conducted Online by US Consumers Who Pay Bills Online, 2003 (as a % of respondents)
US Adults’ Online Financial Services/Insurance Activities during the Past
Months, 2001 & 2002 (as a % of respondents)
Frequency per Week that US Consumers Access Their Primary Banking Institution by Phone, Online or Branch, 2003 (as a % of respondents)
Frequency of Use of Online Banking among US Online Bankers Using Bill Payment vs. Those Not Using Bill Payment, 2003 (as a % of respondents)
Reasons Adults in the US Cite as “Very Important” Factors in Their Decisions to Bank Online, 2002 (as a % of respondents)
D. What Bank Customers Want
Complaints about Banking Branches by US Consumers, 2002 (as a % of espondents)
Primary Reasons Why US Online Households Are Not Using Online Banking, 2002 (as a % of respondents)
General Attitudes & Expectations About Banking
US Consumers’ Attitudes Regarding the Quality of Banking Services Received ver the Past Year, 2003 (as a % of respondents)
US Consumers’ Opinions Regarding Change of Their Banking Usage Levels in the Coming Year, 2003 (as a % of respondents)
US Consumers’ Likelihood of Remaining with Current Bank, 2003 (as a % of espondents)
Satisfaction with Banking vs. Retail among US Consumers, 2003 (based on a 100- oint scale*)
US Consumers Who Have Switched Financial Providers Because They Were Not Satisfied With Their Previous Provider, 2003 (as a % of respondents)
US Consumers Who Would Switch Banks If Another Bank Could Make Them Feel Like a Valued Customer, 2003 (as a % of respondents)
US Consumers’ Attitudes Regarding Their Loyalty to Their Current Bank, 2003 (as % of respondents)
US Consumers’ Overall Satisfaction with Their Bank, 2003 (as a % of espondents)
US Consumers’ Attitudes Regarding Importance of Being Treated Like a Preferred Customer*, 2002 (as a % of respondents)
US Consumers’ Opinions Regarding Importance of Banking Service Features, 2003 (as a % of respondents)
US Consumers’ Overall Satisfaction with Their Bank, by Type of Service, 2003 (as % of respondents)
US Consumers’ Attitudes* Regarding Banks that They’ve Done Business with, 2003 (as a % of respondents)
US Consumers Who Believe Their Bank Offers Products that Are Best for Their Bottom Line and Not for the Consumer, by Provider, 2003 (as a % of espondents)
Attitudes of US Consumers toward Doing Business with Their Banks, 2003 (as a % of respondents who do business)
E. Affluent Profits: Make More From the Masses
Types of Clients Global Wealth Managers Expect to Gain More of in Three Years Time, by Net Worth, 2003 (as a % of respondents)
Type of Investments that US Investor Households Intend to Increase in the Next Year, 2003 (as a % of households that hold each type of investment nstrument)
US Financial Advisors’ Attitudes toward the Web Being Important to Their Clients, 2002 (as a % of respondents)
Most Important Sources of Online Banking Information for US Consumers, 2003 (as a % of respondents)
Comfort Level of Affluent Investors When Making Purchases Based on E-Mail Advertising, 2002 (as a % of respondents)
Affluent Investors that Made a Transaction after Receiving E-Mail, by E-Mail Topic, 2002 (as a % of respondents)
F. Small-Business Banking: Internet Wary?
US Small Businesses Using Online Banking, by Annual Sales, 2001 (as a % of espondents)
Percent of US Small Businesses Banking Online, 1998-2002
US Small Businesses Using Online Banking, by Years in Business, 2001 (as a % of espondents)
US Small Businesses Using Online Banking Channel*, Q3 2002, 2003 & 2005 (as a % of respondents)
US Business Usage of Online Banking, by Annual Revenues, 2001-2003 (as a % of espondents)
Primary Banking Channel* Used by Small Businesses in the US, 2003 (as a % of espondents)
Reasons US Small Businesses Will Not Bank Online, July 2002 (as a % of espondents)
US Companies’ Use of the Internet for Financial Services Activities, July 2002 (as % of respondents)
US Companies’ Expected Use of the Internet for Financial Services Activities, 2003 (as a % of respondents)
Reasons that Small Businesses Use Online Financial Services According to US Banks, Q3 2002 (as a % of respondents)
Online Banking Activities among Small Businesses in the US, Q3 2002 & Year-End 2003 (as a % of respondents)
Primary Benefit of Small Business Online Banking Channel* in the US, Q3 2002 (as a % of respondents)
Incidence of Personal Accounts with Their Primary Business Financial Services Provider among US Small Business Owners and Executives, 2003 (as a % of espondents)

III Electronic Payments
A. The Forces Behind Online Bill Payment’s Growth
Bank of America’s Product Relationships with Online Bill Payers, by Time Paying Bills Online, 2002 (as a % increase vs. offline customers)
Frequency of Use of Online Banking among US Online Bankers Using Bill Payment vs. Those Not Using Bill Payment, 2003 (as a % of respondents)
Potential Payments Revenues Lost by US Banks as a Result of Electronic Payments and Check Conversion, 2002-2007 (in millions)
Attitudes Regarding Banking among Active Online Bill-Pay Customers in the US, 2003 (as a % of respondents)
Volume of Checks Handled by the US Federal Reserve, 2000-2002 (in billions)
Number of Checks per Month that US Consumers Write to Make Purchases in Stores, 2002 (as a % of respondents)
B. The Online Bill Payment Market
Online Bill Payment Households in the US, 2000-2006 (in millions)
Online Bill Payment Households in the US, 2001-2006 (as a % increase vs. prior ear)
Online Bill Payment Households in the US, 2000-2006 (as a % of total and online ouseholds)
Comparative Estimates: Online Bill Payment Households in the US, 2001-2006 (as % increase vs. prior year)
Comparative Estimates: Online Bill Payment Households in the US, 2000-2006 (in illions)
Comparative Estimates: Online Bill Payment Households in the US, 2000-2006 (as % of online households)
Comparative Estimates: Online Bill Payment Households in the US, 2000-2006 (as % of total households)
Number of Bills Viewed Online in the US, 2001-2006 (in millions and as a % of all US bills for banking households)
Consumer Bill Payments in the US, by Payment Method, 2002 & 2007 (in illions)
US Online Biller Accounts Enabled, 2002-2006 (in millions)
C. How Consumers Pay Bills
Methods US Consumers Use to Pay Bills, 2003 (as a % of respondents)
Primary Bill Payment Method Used by US Adults, by Age, July 2003 (as a % of espondents)
Primary Method US Consumers Use to Pay Bills, July 2003 (as a % of espondents)
Methods of Bill Payment Used by US Consumers, 2003 (as a % of total ayments)
Primary Method US Consumers Use to Pay Bills, 2002 & 2007 (as a % of all bill ayments)
Systems US Consumers Use to Track Bills, Payments and Balances, 2003 (as a % f respondents)
Percent of US Households Who Prefer to Receive Their Bills by Mail, November 2002
Bill Payment Activities & Attitudes
Reasons Why US Consumers Enroll to Pay Bills Online, 2003 (as a % of espondents)
Drivers Behind US Consumers Usage of Online Bill Payment, 2003 (as a % of espondents)
Online Bill Payers in the US, by Access Type and Service, 2002 (as a % of espondents)
US Consumers’ Preferences for Paper Check vs. E-Check* for Paying Bills, by Household Size, July 2003 (as a % of respondents)
US Consumers’ Frequency of Usage of an E-Check* during the Past Year, July 2003 (as a % of respondents)
US Consumers’ Usage of an E-Check* during the Past Year, by Age, July 2003 (as a % of respondents)
Frequency of E-Check* Usage among US Adults to Pay Bills Online during the Past Year, July 2003 (as a % of respondents who prefer to pay bills online)
Methods US Consumers Use to Set Up E-Check* Payments, July 2003 (as a % of espondents)
Likelihood that US Consumers Will Do Business with a Company If It Accepts E-Checks*, July 2003 (as a % of respondents)
Biggest Benefit for US Consumers from Paying a Bill by E-Check*, July 2003 (as a % of respondents)
Benefits Associated with Online Bill Payment, by US Consumers Who Pay Bills Online, 2003 (as a % of respondents)
Attitudes Regarding Banking among Active Online Bill-Pay Customers in the US, 2003 (as a % of respondents)
Intent to Use Bill-Pay Services among Inactive Online Bill-Pay Customers in the US, 2003 (as a % of respondents)
Attitudes Regarding Their Bank among US Customers Using Online Bill Payment s. Those Not Using Bill Payment, 2003 (based on a 100-point scale*)
What US Consumers Like Best about Paying Bills with a Credit or Debit Card, 2002 (as a % of respondents)
Ways US Consumers Heard about Online Bill Payment Services, 2003 (as a % of espondents)
D. The Fee Problem
Share of Electronic Bill Presentment and Payment Market, Biller-Direct vs. Consolidators, 2001-2005 (as a % of customers)
US Consumers’ Concerns Regarding Adoption of Online Bill Payment, 2002 (on a cale of 0 - 10*)
Disadvantages Associated with Online Bill Payment by US Consumers Who Do Not Pay Bills Online, 2003 (as a % of respondents)
Elements that Would Encourage US Consumers Who Do Not Pay Bills Online to Try an Online Bill Payment Service, 2003 (as a % of respondents)
E. Banks vs. Billers (aka, Consolidators vs. Direct Payment)
US Consumer Use of Biller-Direct vs. Pay Anyone* Online Bill-Payment Methods, February 2001-October 2002 (as a % of respondents)
Where Online US Consumers Prefer to View and Pay Bills, 2002 (as a % of espondents)
Number of Electronic Payment Methods that US Consumers Use to Pay Bills, 2002 (as a % of respondents)
Methods US Consumers Use to Pay Bills Online, 2002 (as a % of respondents)
Percent of New Online Bill Payers Who Pay at a Financial Institution’s Web Site, 1997-2001
Type of Web Site US Online Households Used to Pay Their Bill Online in the Last Three Months, 2001-2003 (as a % of respondents)
Share of Electronic Bill Presentment and Payment Market, Biller-Direct vs. Consolidators, 2001-2005 (as a % of customers)
Online Bills Issued at Biller-Direct vs. Consolidator Web Sites, 2003-2007 (as a % f total online bills issued)
Types of Web Sites that US Consumers Use to View Their Bills Online, 2001-2006 (as a % of viewed bills)
Methods US Consumers Use to Pay Bills, 2003 (as a % of respondents)
Number of Fully Operational US Biller Web Sites with EBPP Capabilities, 1999-2002
Number of Web Sites US Consumers Are Willing to Visit to Pay Bills, 2002 (as a % f respondents)
Types of Bills US Consumers Review Online, November 2002 (as a % of onsumers who review bills online)
US Consumers Viewing and Paying Bills Online, by Bill Type, 2002 (as a % of espondents)
Direct Debit Accounts with US Billers, 2000-2004 (as a % increase vs. prior ear)
Direct Debit Accounts with US Billers, 2000-2004 (in billions)
Reasons Why US Consumers Choose Biller-Direct Online Bill Payment, 2002 (as a % of respondents)
Electronic Bill Presentment and Payment (EBPP)
Degree to which US Consumers Review Their Bills, 2002 (as a % of espondents)
Consumers in the US Who Will Not Pay a Fee to Use EBPP, November 2002 (as a % f consumers)
F.Automated Clearing House (ACH)
Value of Transactions in the Automated Clearing House (ACH) Network, 2000- 2002 (in trillions and as a % increase vs. prior year)
Volume of Transactions in the Automated Clearing House (ACH) Network, 2000- 2002 (in billions and as a % increase vs. prior year)
Methods US Consumers* Use to Pay Bills Electronically, 2002 (as a % of espondents)
Average Value of a Transaction in the Automated Clearing House (ACH) Network, 2000-2002 (in dollars and as a % decrease vs. prior year)
25 Largest Originators of ACH* Payments among US Financial Institutions, 2002 (in millions of transactions and as a % increase/decrease vs. prior year)
25 Largest Receivers of ACH* Payments among US Financial Institutions, 2002 (in illions of transactions)
Cost per Payments Transaction for US Companies, 2002

IV Other Interactive Services
A. Check Imaging
Web Site Where US Consumers Would Like to View Check Images, 2002 (as a % of espondents)
Check Imaging IT Expenses in the US, In-House and Outsourced, 2003-2005 (in illions)
Cost per Megabyte* of Online Digital Check Imaging, 1998, 2000 & 2001
US Community Bank Usage of Check Image Technology, 2002 (as a % of espondents)
Products US Community Banks Offer or Plan to Offer, 2002 (as a % of espondents)
B. Cards: Credit & Debit
Volume of Credit Card Transactions Worldwide, by Company, 2001 & 2002 (as a % f total volume)
Volume of Credit Card Transactions Worldwide, by Company, 2002 (as a % ncrease/decrease vs. prior year)
Volume of Credit Card Transactions Worldwide, by Company, 2001 & 2002 (in illions)
Value of Credit Card Transactions Worldwide, by Company, 2002 (as a % of total ransactions)
Value of Credit Card Transactions Worldwide, by Company, 2002 (in billions)
Average Value per Credit Card Transaction, by Company, 2002
US Consumer Awareness and/or Usage of the Verified by Visa (VBV) Program*, y Online Experience**, November 2002 (as a % of respondents)
PIN (or Online) and Non-PIN (or Offline or Signature) Debit Transactions in the US, 1998-2002 (in billions and % growth)
Point of Sale Debit Card Volume, by Financial Institution, 2002 (in billions)
What US Consumers Like Best about Paying Bills with a Credit or Debit Card, 2002 (as a % of respondents)
Electronic Services’ Priorities over the Next Three Years for US Community Banks, 2003 (as a % of respondents)
Profitability of Debit Card Programs* for US Community Banks, 2002 (as a % of espondents)
Types of Debit Card Fees that US Community Banks Charge Customers, 2002 (as % of respondents)
Debit Card Policies at US Community Banks, 2002 (as a % of respondents)
C. Mortgages & Refinancing
US Online Mortgage Originations, 2001-2007 (in thousands and as a % or total ortgage originations)
US Online Refinance Originations, 2001-2007 (in thousands and as a % of total efinance originations)
US Online and Total Mortgage Originations, 2001-2007 (in thousands and as a % ncrease vs. prior year)
US Online and Total Refinance Originations, 2001-2007 (in thousands and as a % ncrease vs. prior year)
Attitudes of Real Estate Agents toward Online Lending in the US, July 2003 (as a % of respondents)
Top 10 Home Mortgage Originators in the US, 2001 & 2002 (in billions and as a % ncrease/decrease vs. prior year)
Reasons Why Real Estate Agents Recommend Their Clients Go to Online Lenders, July 2003 (as a % of respondents)

V Other Electronic Channels & Projects
A.ATMs
10 Largest ATM Network Operators in the US, by Number of ATMs, January 2003
US Consumers’ Preferred Channels for Banking, 2002
Types of Transactions Taking Place at US Financial Institutions’ ATMs, 2001
Channels US Consumers Use Regularly to Conduct Banking Transactions, 2003 (as a % of respondents)
Advanced ATM Functions Offered by US Financial Institutions, 2002 (as a % of espondents)
Revenue from Advanced Functionality* at ATMs Worldwide, 2002-2006 (in billions)
Venues for Recharging Value* in Pre-Paid Mobile Phones, 2002 & 2007 (as a % of ctivity)
US Consumers Who Prefer New Identification Methods for ATMs, 2003 (as a % of espondents)
US Consumers’ Opinions Regarding the Most Acceptable Security Measure for ATMs, 2003 (as a % of respondents)
Operating Systems Used at US Banks’ ATMs, 2002-2005
B. CRM & Customer Service
US Retail Banks’ Web Services Spending, by Technology Application, 2002 & 2005 (in millions and as a % increase vs. prior year)
US Banks that Are Pursuing CRM Projects, 2003 (as a % of 100 largest anks)
CRM Spending by US Financial Services Companies, 2003 & 2008 (in illions)
US Community Banks’ Usage of CRM Software, 2002 (as a % of espondents)
CRM Efforts Considered “High Priority” by Banking Executives in the US, 2003 (as % of respondents)
Business Issues Important to US Community Banks, 2001-2003 (as a % of espondents)
US Community Banks that Require Same-Day Responses to Customers, by Channel, 2002 (as a % of respondents)
Methods US Community Banks Use to Check Quality of Customer Service, 2002 (as a % of respondents)
US Consumers’ Opinions Regarding the Areas on which Their Bank Focuses Resources, 2003 (as a % of respondents)
Call Centers
US Consumers’ Opinions Regarding the Value of Direct Online Call Center Connections to Their Banks, 2003 (as a % of respondents)
Voice Response Activities Used by Consumers in the US, 2003 (as a % of espondents)
Staffed Call Center Activities Used by Consumers in the US, 2003 (as a % of espondents)
C. Wireless
Banking Services that US Consumers Want to Access via Wireless Devices, 2002 (as a % of respondents)
Top 10 Uses of PDAs According to PDA Owners in the US, 2003 (as a % of espondents)
Planned Adoption of Wireless Data Enabled Systems in the US Financial Industry, 2002 (as a % of respondents)

VI Financial-Services Technology
Markets that VARBusiness 500 Companies Believe Offer the Greatest IT Sales Growth Opportunities, Q1 2003 (as a % of respondents)
A. Spending Patterns
IT Spending at Large* US Banks, by Type, 2002-2004 (in billions)
IT Spending at Large* US Banks, by Type, 2002-2004 (as a % of total pending)
IT Spending at Large* US Banks, by Type, 2003 & 2004 (as a % increase/decrease s. prior year)
IT Spending at US Commercial Banks, by Type, 2004 (in billions)
US Commercial Bank IT Spending, by Purpose, 2003, 2004 & 2007 (in illions)
US Commercial Bank IT Spending, by Purpose, 2003 (as a % increase vs. prior ear)
US Commercial Bank IT Spending, by Purpose, 2003, 2004 & 2007 (as a % of total nd in billions)
IT Spending on Branch Technology by US Banks, Thrifts and Credit Unions, 2001- 2005 (in billions)
IT Spending on Branch Technology by US Banks, Thrifts and Credit Unions, 2001- 2005 (as a % of total IT spending)
IT Spending on Branch Technology by US Banks, Thrifts and Credit Unions, 2002- 2005 (as a % increase vs. prior year)
Anticipated 2003 Technology Spending by US Community Banks, 2002 (as a % of espondents)
IT Spending Plans for Support and Delivery Channels among US Banks, 2003 (as a % of respondents)
Technology Spending Comparison to Previous Year by US Community Banks, 2002 (as a % of respondents)
Top Technology Spending Priorities* for US Community Banks, 2001 & 2002 (as a % of respondents)
US Banking Industry IT Spending, 2001-2003 (as a % of company revenues)
B. Outsourcing
Reasons Why US Retail Banks Do Not Outsource, September 2002 (as a % of espondents)
External and Internal Functions Outsourced by US Retail Banks, September 2002 (as a % of respondents)
How US Community Banks Handle Data Processing, 2002 (as a % of espondents)
Chief Source of Overall Technology Expertise at US Community Banks, 2002 (as a % of respondents)

VII Online Banking: Barriers to Growth
Primary Reasons Why US Online Households Are Not Using Online Banking, 2002 (as a % of respondents)
Barriers to Using the Internet to Transact Financial Business According to US Financial and Treasury Professionals, July 2002 (as a % of respondents)
A. General Security Issues
US Consumers’ Opinions Regarding Online Privacy and Security, October- November 2002 (as a % of respondents)
Broadband Households in the US Who Do Not Have Critical Security Features, 2003 (as a % of respondents)
US Consumers Who Believe that Internet-Based Financial Transactions Are More Secure than Telephone-Based Financial Transactions, 2000-2003 (as a % of espondents)
US Consumers Who “Completely/Strongly Agree” that Internet-Based Financial Transactions Are Safe and Secure, 2000-2003 (as a % of respondents)
B. Identity Theft: Protecting Consumers & Banks
US Identity Theft Victims, by Type of Existing Account Misused, March-April 2003 (as a % of respondents)
Ways US Victims of Identity Theft Have Been Victimized, 2002 (as a % of espondents)
Online Fraud in the US: Complaints and Average Monetary Loss, 2002
Percent of US Consumers Who Have Been Victims of Identity Theft in the Past Year, February 2002 & June 2003
Top Fraud Complaint Categories in the US, 2002
US Identity Theft Victims in the Past Five Years, by Type of Theft, March-April 2003 (as a % of respondents)
US Identity Theft Victims in the Past Year, by Type of Theft, March-April 2003 (as a % of respondents)
US Consumers Who Have Been or Who Know Personally a Victim of Identify Theft, 2002 (as a % of respondents)
US Identity Theft Victims’ Level of Concern about Future Victimization, by Type f Theft, March-April 2003 (as a % of respondents)
Methods by which Personal Information Was Taken from US Victims of Identity Theft, 2002 (as a % of respondents)
Length of Time It Took for US Identity Theft Victims to Discover the Theft, by Type of Theft, March-April 2003 (as a % of respondents)
Length of Time It Took for US Identity Theft Victims to Resolve the Problem, by Type of Theft, March-April 2003 (as a % of respondents)
Precautions Taken by US Adults to Prevent Identity Theft, 2003 (as a % of espondents)
20 Ways for Online Banking Customers to Reduce Risk of Identity Theft, 2003
How US Identity Theft Victims Discovered the Misuse of Their Information, March-April 2003 (as a % of respondents)
Total Dollar Amount of Identity Theft Fraud in the US, 2002 (as a % of espondents)
Value Obtained by US Identity Thieves, by Type of Theft, March-April 2003 (as a % f identity theft victims)
Total Dollar Amount Paid by US Victims of Identity Theft, 2002 (as a % of espondents)
Indirect Costs Incurred by US Financial Institutions due to Identity Theft, 2001- 2006 (in millions)
Costs Incurred by US Financial Institutions due to Identity Theft, 2001-2006 (in illions)
C. Privacy & Trust
US Consumers’ Opinions Regarding Privacy Policies at the 25 Largest US Banking Companies, 2002 (as a % of respondents)
US Consumers’ Level of Concern* Regarding Personal Financial Privacy Prior to September 11, Immediately after and Today, December 2002 (as a % of espondents)
Entities that US Consumers Trust to Store Personal Data* Online, November 2002 (as a % of online users)
Companies that US Consumers Trust to Store Personal Data* Online According o US Executives, December 2002 (as a % of respondents)
Level of “Trust”* US Online Consumers Have with Organizations, 2003 (on a scale f 1 to 5**)
US Internet Users Who Trust Selected Organizations “Most of the Time”, January 2002 (as a % of respondents)

Index of Charts
Ordering and More Information
Price and Delivery Options


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