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Informal American Banker survey shows banks not hitting the mark on e-mail responses

NEW YORK - As the Fed is leaning toward "traditional e-mail" for financials to use in communicating with members/customers, a recently-released American Banker survey showed bank e-mail responses are usually too generic, or too late. In an admittedly informal survey, an American Banker reporter sent this basic question, "Do your...

By Staff Writer | Updated on August 28, 2001

NEW YORK – As the Fed is leaning toward “traditional e-mail” for financials to use in communicating with members/customers, a recently-released American Banker survey showed bank e-mail responses are usually too generic, or too late. In an admittedly informal survey, an American Banker reporter sent this basic question, “Do your offer a 10-month CD? If so what is the interest rate?” to seven banks and one brokerage. Two of them responded instantly, however they were automated, impersonal responses that didn’t actually answer the question. In fact according to American Banker, only two of those queried, actually answered the question, while others said more information was available at their Web site, and still others provided phone numbers to call customer service representatives.

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