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July 14, 2008

CONSUMER SURVEY FINDINGS INDICATE ATM AVAILABILITY TIED TO CUSTOMER RETENTION

Survey finds ATM reliability a determining factor in customer loyalty

CHARLOTTE, N.C., July 14, 2008 – Level Four Americas LLC, a leading supplier of open standards-based ATM software, released a recent consumer survey conducted by Harris Interactive, which found that 45 percent of U.S. consumers would be likely to switch banks if their bank’s network of ATMs was often unreliable.     

Additionally, 28 percent of U.S. consumers said they would be “very likely” to switch banks if they experienced recurrent instances of ATM unavailability. This is contrasted with a survey conducted by Level Four last year in the UK, which found that 38 percent of consumers would consider the move to another bank, dependent upon the extent of their bank’s network of faulty ATMs.    

These survey findings underscore the need for banks to improve the reliability of their ATM network. As key customer touch points, ATM network availability is of critical importance. In addition to consistently maintaining its ATM network, banks today must ensure that their ATM networks are thoroughly tested prior to deployment, and employ modern monitoring techniques to minimize ATM downtime and preserve customer loyalty.

Level Four’s BRIDGE:control product assists banks in ensuring ATM uptime by employing state-of-the-art methods to deliver reliability at the ATM.  Using techniques such as remote software maintenance, predictive hardware maintenance and direct-to-device diagnostics, BRIDGE:control is helping banks maximize their ATM uptime. Additionally BRIDGE:test enables banks to automate their software Quality Assurance testing, minimizing the chance of software failures which result in downtime.

“Consumers today demand a high level of service at every banking channel,” said Steven Lund, president of Level Four Americas LLC. “With 45 percent of consumers ranking ATM reliability as a determining factor in their decision to switch banks, savvy financial institutions will focus on improving increasing customer retention. Monitoring and testing solutions can improve ATM network uptime and reduce consumer frustration that leads to lost revenue.”

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