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UK survey: bank client's willingness to use virtual communication tools 2012-2014

This statistic presents bank customer's willingness to use various types of virtual communication channels and tools for their banking needs, in comparison for years 2012 and 2014. Customers in 2014 were less willing to communicate through most virtual communication channels than in 2012. The willingness to communicate by IM (instant messenger) deteriorated by 10 percent, from 32 percent of customers in 2012 to 22 percent in 2014. The willingness to use social media grew, but only by 1 percent, from 10 percents in 2012 to 11 percents in 2014.

Share of bank clients who would like to interact with their bank via selected virtual communication tools in the United Kingdom (UK) in 2012 an 2014

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Release date

July 2014


United Kingdom

Survey time period

2012 and 2014*

Number of respondents


Age group

18 years and older

Special properties

Current account holders

Method of interview

Online survey

Supplementary notes

Responses to open question: 'I would consider/like the opportunity to interact with my bank via:...'
* Number of respondents in 2014 = 3,604 UK current account customers conducted in March 2014.
Number of respondents in 2012 = 4,009 current account customers in Great Britain, Northern Ireland the Republic of Ireland completed in October 2012.

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Statistics on "Brand awareness: Financial services providers in the United Kingdom (UK)"

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