Pre-registration before visiting a bank branch causes inconvenience to almost half of the country's population, and only one in five evaluates this procedure positively. In addition, more than a third of the population encountered cases where banks did not serve them because they were not registered in advance. This became clear after the public opinion research company "Spinter tyrimi" conducted a representative survey of the population's opinion.
During the survey conducted in September, 44 percent respondents stated that pre-registration causes inconvenience in finding a convenient time, and also takes away the opportunity to simply stop by a bank branch to deal with urgent, unexpectedly arising matters.
"Pre-registration, which is widely used by large banks, is still not acceptable to a large number of consumers. Although more and more people are using electronic banking and more and more banking services are moving to the electronic space, residents need more detailed specialist advice and some other services provided only when they come to the bank. Understanding such needs, we decided to continue to provide all users with the opportunity to take care of everyday, necessary matters at the bank branch without prior registration", says Julius Ivaška, director of the Business Service of Urbo Bank, who initiated the study.
The largest share of those experiencing inconvenience was in the 18-25 and 46-55 age groups - 49,5 and 50,9 percent, respectively. Small businessmen (54,5%), people who did not graduate from high school (48,4%) and respondents living in rural areas (46,6%) said they were most inconvenienced by this.
Women and single persons (41,5 percent each), residents aged 26-35 (36,9 percent) and pensioners (35,6 percent) experience less inconvenience due to the need for pre-registration.
One out of three interviewees was not accepted by the bank due to lack of prior registration
More than a third of the respondents - 37 percent. - have been in a situation where they were not served at the bank branch, because the visit was not registered in advance. 70 percent customers who were not served in the banks said they experienced inconvenience as a result.
"Although almost a quarter - 23 percent - the respondents said that pre-registration helps to plan their time and they evaluate this practice positively, we strive to take into account the needs of all our customers - including those who need to visit their bank branch unplanned and often unexpectedly. The survey showed that there is no shortage of such people, and there should be no cases where the bank refuses to serve customers who have visited the branch - even without prior registration - at all," J. Ivaška is convinced.
He emphasizes that he understands the validity of this practice during the pandemic period when it was necessary for the safety of customers and employees, but is surprised that this procedure has remained after the restrictions have ended.
"Due to pre-registration, a person who, for example, suddenly needs to update his Smart ID, consult or receive another banking service, is often forced to wait several days or even weeks. I am convinced that a bank should not operate according to the same algorithms and principles as a polyclinic or restaurant", says J. Ivaška, noting that there was never pre-registration for daily services at Urbo bank.
The survey of the public opinion research company "Spinter tyrimai" about residents' visits to bank branches was conducted on September 20-29, and 1015 respondents aged 18 to 75 participated in it.
