Press Releases

Diebold Global Research Shows Consumers Expect More from Financial Institutions

Enhanced technologies, better banking relationships top the list of consumer demands

01 October 2013

NORTH CANTON, Ohio – New research from Diebold, Incorporated (NYSE: DBD) reveals that consumers want more from their financial institutions. Study participants said they’re looking for even better technologies and they’re seeking more personalized, secure and convenient service. Diebold’s research is helping financial institutions understand these needs in order to build stronger relationships with consumers and deliver ideal banking experiences.

Diebold, in partnership with Lextant, an ideal experience consultancy, conducted research with more than 100 consumers in eight countries to produce rich, qualitative data about how they want to interact with their financial institutions. Using an iterative methodology, the company built upon successive layers of research, combining in-depth interviews, observational exercises and experiential testing. The results are candid insights that will drive the creation and adoption of banking solutions that meet evolving consumer demands.

“Most banks and credit unions know consumers want more advanced banking technology than what is currently offered,” said Frank A. Natoli Jr., Diebold executive vice president and chief innovation officer. “But our research goes deeper to identify specific gaps, with more personalized, secure and convenient relationships topping the list of consumers’ expectations.”

Among Diebold’s findings, consumers:
  • Said they expect financial institutions to adopt new technology faster, especially when advanced functionalities are so readily available in other industries
  • Identified real-time accuracy of account information across banking channels as a significant gap – for example, depositing a check via a mobile device and seeing that balance immediately at an automated teller machine (ATM)
  • Expressed frustration with inconsistencies between channel interfaces, especially when increasingly accessing their accounts both online and via mobile devices
“Consumers are accustomed to technological conveniences in many aspects of their lives, and they expect their banking experiences to mirror how they interact with other technologies,” Natoli said. “We invested in this research to ensure consumer expectations are at the heart of the technology and service innovations Diebold delivers. We think our findings will also be invaluable to the industry.”
View an overview of major findings from Diebold’s consumer research initiative online.

About Lextant
Founded in 1998, Lextant is an ideal experience consultancy helping companies innovate with the confidence that comes from an intimate understanding of their customers. Lextant is the originator and global leader of Insight Translation™, a privately authored methodology that connects customer desires to future experiences – illuminating opportunities, aligning teams, and inspiring innovation. Headquartered in Columbus, Ohio, and operating globally, Lextant is a trusted partner to industries focused on ideal experiences such as automotive, consumer packaged goods, financial services, healthcare and retail.
About Diebold
Diebold, Incorporated (NYSE: DBD) is a global leader in providing innovative self-service technology, security systems and related services. Diebold has approximately 16,000 employees worldwide and is headquartered near Canton, Ohio, USA. Visit Diebold at or on Twitter:


Back To Top

You must be logged in to view this item.


This area is reserved for members of the news media. If you qualify, please update your user profile and check the box marked "Check here to register as an accredited member of the news media". Please include any notes in the "Supporting information for media credentials" box. We will notify you of your status via e-mail in one business day.