A recent survey carried out by Barclays Wealth has revealed that islanders regard great, personalised service as key, although they are increasingly comfortable with elements of self-service technology.
The results of this survey suggest a positive reception for the refurbishment of the flagship Library Place branch of Barclays Wealth, which officially re-opens on Friday 11 November.
‘Banking is stepping up to meet the increasingly sophisticated demands and expectations of personal clients, creating an environment which balances clients’ desire for the personal touch and that of self-service technology,’ said Carol Bisson, Head of Local Markets at Barclays Wealth, Jersey.
Particularly in today’s difficult economic environment, it is the personal touch, access to experts who are friendly, knowledgeable, patient and who have clients’ interests at heart that sets banking organisations apart.
‘In recognition of this, we have invested significantly in improving our in-branch facilities to ensure that clients receive the highest levels of service, The new design allows our staff to spend more time with clients to help with advice and transactions. We’ve removed the counter screens to bring our friendly counter staff closer to the clients and provided cutting edge counter technology to improve the client experience.
‘Mindful of our clients’ need for confidentiality, we have also created a series of discrete meeting areas to facilitate discussions with our qualified mortgage advisors and personal bankers, and our expert Premier banking team. The Premier suite can be accessed from its own entrance and provides Premier clients with a one-stop shop for all banking needs and access to their investment advisor,’ added Mrs Bisson.
State of the art branch facilities provide access to online banking, the ability to carry out day-to-day transactions and retrieve bank statements from the past three months. Within weeks Barclays will also install cash and cheque paying-in machines which generate immediate transaction receipts.
‘We are delighted with the new design. It is a very visible demonstration of our commitment to continually improve the experience of all clients dealing with Barclays Wealth in Jersey, and will genuinely make a real difference. The investment is good news for Jersey, good news for our clients and also good news for our staff,’ said Paul Savery, Managing Director, Barclays Wealth Intermediaries and International Jersey, Guernsey and Isle of Man.
‘The launch coincides with the 90th anniversary of Barclays in Jersey. We are celebrating this over a three-day period; an investment-themed thought-leadership event in the branch on Thursday 10 November, an official ribbon-cutting ceremony on Friday 11 November and entertainment in and around the branch on Saturday 12 November,’ added Mr Savery.
The results of the recent survey of 150 islanders show that 86 per cent of people surveyed prefer to speak to a person rather than going online or using a machine. However, although there is a preference for the personal touch, 95 per cent of people regularly use ATMs and 55 per cent of people use self-service tills at the supermarket. When referring to banking transactions, 40 per cent of bank customers would rather use the self-service facilities than queue for a cashier.