Is Internet Banking in a Mid-life Crisis?

The Internet banking industry has a lot to be pleased about. According to the MFS, 13% of the UK adult population banked online in 2004. This represents great progress since the launch of the UK’s first Internet bank in 1995. What’s more, Virtual Surveys’ VOBS Survey, running since 2001, has charted steady improvements in levels of customer satisfaction for most of the Internet banks over the past 4 years, driven by improved functionality and improved usability.