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Recent Analyst's Journal Articles:

May

24

2017

Analyst's Journal

Moving to Online Account Opening Solves More Than One Problem

By Adam Johnson

It's an exciting time of year when we're getting ready to publish our Annual Digital Business Banking Report. From an Analyst's perspective, it provides a great opportunity to dig into the new data so we can wrap our minds around what is happening in the digital banking environment. Two areas we're paying close attention to include business DDA account opening and online banking enrollment, as these are areas where we've seen a great deal of...

May

17

2017

Analyst's Journal

Small Businesses Are Going to Knock on Your Door

By Joel Mueller

Small businesses ($100K-<$10MM) continue to prefer traditional channels to contact their primary bank. Second quarter Barlow Pulse data finds that small businesses prefer to pick up the phone in their office or seek out an in-person meeting over using a mobile or digital channel to touch the bank regarding loan requests, routine questions and problem resolution. A primary focus in the financial service industry has been on digitizing the loan process...

May

10

2017

Analyst's Journal

Error Resolution Satisfaction Shows Large Impact on Overall Bank Satisfaction

By Emily Cade

In today’s competitive market where simple errors can lead to largely unsatisfied customers, it is all the more important to ensure customers leave feeling satisfied when they are helped with a problem. Barlow Research’s most recent rolling four-quarter data showed that 12% of small businesses ($100K-<$10MM in sales) experienced a problem in the last 90 days. Although that number is fairly small, the number of people not satisfied with the way their primary...

May

3

2017

Analyst's Journal

Digital Banking Customers Increase Usage of Entitlements with Multiple Levels of Authority

By Youa Yang

The username and password are still the dominant form of entry into most of the digital banking systems in the United States. Over the years, advancements in technology has afforded some organizations in the financial services industry to make use of mobile/email security codes, tokens and biometrics for accessing bank accounts. We’ve even seen attempts at killing the password once and for all, however, as it stands, the username and password is still the...

Apr

26

2017

Analyst's Journal

Brand Drives Overall Satisfaction in the Middle Market

By Emily Anderson

As an industry, we want to keep customers happy and reduce churn all while staying competitive. Following a simple satisfaction metric is an easy way to keep tabs on which aspects of our client relationships are going well and which ones might need some improvements. Tracking primary bank satisfaction in the middle market ($10MM-<$500MM in sales) has always been extremely vital. Every year, Barlow Research conducts a regression analysis to better understand what drives...

Apr

19

2017

Analyst's Journal

BB&T, PNC and Capital One Take Different Approaches to Out-of-Band Login Security

By Adam Johnson

For many small business online banking users, the balancing act between the ever-increasing need for security of sensitive information and a simple, intuitive user experience is an important issue. Financial institutions have developed some innovative solutions that leverage current technology to accomplish this task, and this is something we pay close attention to at Barlow Research. Login security for online banking is a great example of where this balancing act is constantly changing. Looking...

Apr

12

2017

Analyst's Journal

U.S. Bank, Citi, Ignite Sales and Sageworks Win 2017 Monarch Innovation Awards

U.S. Bank, Citi, Ignite Sales and Sageworks are winners in Barlow Research’s 2017 Monarch Innovation Awards. The winners were chosen based on their innovative products and features. The Monarch Innovation Awards (www.MonarchInnovationAwards.com) are unique and coveted. The 2017 Monarch Award nominations are scored based on uniqueness, stickiness, defendability, ease of use, value and their ‘wow’ factor. This year’s winners were judged by a panel of five jurists: Nick Miller, Clarity Advantage; Mary Beth Sullivan, Capital...

Apr

5

2017

Analyst's Journal

Small Banks Received the Coveted Top Spot for Scores on Two New Actionable Metrics

By Emily Cade

Barlow Research added two new questions in 2016 to the quarterly small business ($100K-<$10MM in sales) and middle market ($10MM-<$500MM in sales) questionnaires. These latest questions were based around actionable items to help gauge business banking customer loyalty. The statements were based on agree/disagree scales; “I prefer my bank’s products/services over those of other financial institutions,” and “I am proud to tell people that I bank with my primary bank.” These...

Mar

29

2017

Analyst's Journal

Bank of America Continues Lead in Small Business Mobile Banking Adoption

By Youa Yang

When you think about mobile banking, what do you see? I see financial institutions leveraging an agile channel that helps them digitally service their business banking customers. Another thing I see are construction cranes. Why construction cranes? That’s because the marketplace is ripe for building and development; over the past few years, we’ve seen the mobile banking channel graduate from its infancy to the full-featured channel it is today. In fact, it’s my belief...

Mar

22

2017

Analyst's Journal

When Working with Middle Market Companies, a Product Specialist Is an Asset to the Relationship

By Emily Anderson

It is common for a middle market company (annual sales $10MM-<$500MM) to have regular contact with their Account Officer at their primary bank. Barlow Research’s 2016 data indicated that 90% of these companies have had contact with their Account Officer in the last 12 months. Whether it is for loan requests, an annual visit to their place of business or to discuss new purchases, the Account Officer tends to be the backbone of the...

 

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