Customers' preference to automated banking services gathers pace

HSBC has reported a 14% decrease in teller transactions last year as  more customers migrate to automated transactions.

Transactions through internet banking increased by 14% and deposit machines usage increased by 10% last year.

"Customers are increasingly using cards to pay for goods and services and we saw a 13% increase in card usage which meant less use of cash, hence ATMs increased by only 1%, said Andy Ripley, HSBC's Head of Personal Financial Services at the opening of the bank's newly refurbished branch in Zejtun.

The branch is the fifth to benefit from a €8 million modernisation programme. HSBC will upgrade a further four branches this year.

Last year, HSBC refurbished branches in Bugibba, Hamrun, Swieqi and Paola.

"The newly refurbished branches offer much better privacy and more meeting rooms so that customers can discuss their financial planning needs in a much more relaxed environment," said Mr Ripley. "We also receive positive feedback from customers who are making more use of self-service machines which offer faster service and at any time of the day. Our people are also more satisfied to work in a much better working environment and backed by an investment in training that focuses on delivering superior customer service."

Swieqi, the first dedicated Premier Centre, registered increased volume of activity mainly by Premier, Advance and new-to-bank customers requiring the personalised service the centre is equipped to offer. HSBC has also opened a new Premier outlet in Archbishop Street in Valletta as part of its new extensive Head Office refurbishments.

"HSBC feels the pulse of its customers through continuous surveys that show that most people are more inclined towards self-service for faster, run-of-the-mill banking around the clock. We also appreciate that not all customers are confident in using self service equipment so we still offer counter service and we are always happy to help educate customers to use more self service. Increasingly, our branches are being used as places for customers to come and discuss their financial futures in a more relaxed environment so yes, the future of banking is very different from today," said Mr Ripley.

He added that the bank was constantly obtaining feedback and fine-tuning its branch network operations. To this effect, there will be changes in the evening banking services. Apart from Mosta, Paola, High Street Sliema and Gozo, evening banking services will be extended to Swieqi and Rabat. Evening services will no longer be available in Birkirkara, Hamrun, Marsascala, Merchants' Street Valletta and San Gwann.

To mark today's occasio, HSBC Bank Malta made a donation to the Zejtun local community for a photovoltaic water fountain at Gebel San Martin Gardens.