Online banking in UK is not too popular. Only a third of the population manages their finances online. A research of banking behaviour from Forrester Research, researched the perceptions of roughly 4,000 UK consumers. They found that a major reason for this is that UK customers are satisfied with the services provided by the branch as well as phone banking services. According to principal analyst Alyson Clarke, the banks are missing out by not having a good online relationship with their customer. She feels that banks will benefit by developing online connect with their consumers. This way, they can target their customers better. The banks will also have better control over their customer services.

As part of the research into online customer service, a trial query was sent to online financial services institutions. It was found that almost 53 per cent of UK banks were not able to deal with the query in an effective manner. Most of the UK companies received a rating ranging between three and six out of 10 for their online service. The research also found out that almost 35 per cent of German and UK banksdid not provide any contact email address on their site. Among those who did bother to give an email id, 18 per cent did not find it important to reply to the online queries received.
 

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