North American Bank Customer Survey Finds Digital Signage Impacts Brand

stratacache-ds-1214STRATACACHE today released the results of a survey it did to measure the ROI of digital signage in banks. The report, called Understanding the Role of Digital Signage in Retail Banking, was actually administered by a brand valuation firm and market research firm, Brand Finance and Luth Research.

For more information on the study and to receive a copy of the report which includes more detailed ratings of six of top American banks and the six major Canadian banks, go here.

The research, which examined the impact of digital signage on retail banking customers in North America, focused on three distinct areas: attitudes towards digital engagement, brand impact and brand effectiveness. The study found that digital signage when used in a retail banking setting has a measurable impact on brand perception and strongly suggests that in-branch media merchandising drives meaningful and quantifiable brand value.

High-level findings from the Luth’s research and Brand Finance’s analysis include:

  • The presence of unique customer profiles: there are four distinct customer profiles with similar attitudes toward technology, banking activity.
    o   These profiles have been categorized by Brand Finance as “Aspiring Alvins,” “Digital Daves,” “Simplicity Sues,” and “Retired Rays” each with varying opinions on the impact of digital signage in retail baking.
    o   “Digital Daves” and “Simplicy Sues” provide the greatest opportunity for retail banks in their digital marketing efforts, especially as it relates to digital signage.
  • Attitudes: digital signage is perceived as an effective form of communicating with customers.
    o   Retail banking customers have a more positive view of digital signage than online
    o   Digital Signage is seen as less intrusive and more innovative than other media.
    o   For United States banks, Citibank yields highest digital signage scores, whereas in Canada, RBC is in the lead.
  • Brand Impact: 77 percent of U.S. respondents agreed that banks employing digital signage are more innovative than those that don’t.
    o   When banks are seen as innovative they also score more highly for customer satisfaction.
  • Brand Effectiveness: Consumers recall digital signage just as much as they do other traditional and digital advertising outlets.
    o   When compared to the high cost of TV advertising, digital signage yields a slightly higher recall rate than TV at a much lower cost.
    o   Amongst people who have been exposed to digital signage, the ratings for digital signage verses TV become more favorable, indicating greater exposure will lead to even greater favorability over time for the digital signage medium.
  • Advertising Effectiveness: Digital signage is effective as an advertising medium as exposure increases Satisfaction and NPS scores.
    o   Digital signage is efficient as an advertising medium as consumers recall digital signage just as much as they do for other traditional and digital advertising outlets.
    o   Digital signage is effective as it’s able to easily capture the user’s attention and generate a positive change in banking behavior.
    o   Banks that do not utilize digital signage lose out on easy advertising and up-selling opportunities with their own customers.
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In the study administered by Luth Research, 3,963 respondents were surveyed via an online panel across 17 North American banks between January and February 2014. Respondents were asked 50 questions pertaining to their attitudes toward their bank, bank usage, demographic information and perceptions of technology. Based on the results, Brand Finance combined brand strength indices, business details, and survey data to measure the brand value of retail digital merchandising investments. Their findings detail the brand impact, in dollars, of investing (or of not investing) in in-branch digital merchandising initiatives.

Again, to get a copy of it, go here.