Most People over 60 say they receive good treatment from their banking institution after the offensive by financial entities to better serve the elderly and with more resources and facilitate their financial inclusion, which has been in doubt for several years. Despite this, they remain a very critical group with the service they receive from banks in more complex issues, such as complaints about an irregularity, the charging of commissions or the simple need to have to make an appointment to go to the bank. So much so, that the data shows that there is a majority greater than 60% who still claim that things have changed very little in these years, according to a report prepared by Communication Studypresented with Asufín and La Información Económica.
The objective of the study is to analyze the experience of older people in their relationship with banking entities, especially after the agreement reached by the Government and financial entities in February 2022 to approve a protocol to promote the financial inclusion of seniors. To this end, a survey was carried out over the following fifteen months among people over 60 years of age and their younger cohabitants. As a result, persistent problems have been confirmed in the accessibility and understanding of banking services by this group.
Only 19.3% of those over 60 years of age surveyed in the study perceive that their relationship with banks has improved in the last 15 months, while 66.4% consider that “we are the same as always” and has not noticed any changes. On the other hand, 11.7% believe that the situation has worsened. When segmented by areas of residence, it is observed that residents in sparsely populated urban areas are the ones who perceive changes the least (69.6%). On the other hand, among those who live in rural areas, both in densely and sparsely populated areas, the perception of worsening banking treatment increases, with 26.9% and 24.2%, respectively.
This gap between the rural and urban world It is another of the conclusions that we can draw from the analysis, since it is repeated in various aspects. However, it is not always negative. When analyzing the results by area of residence, it is observed that those over 60 years of age who live in highly populated rural areas are the ones who feel most well treated by their bank, with 55% of positive responses.
Regarding the daily relationship with the bank office, the main drawback pointed out by the elderly group was the need to “have to make an appointment”marked by 20.3% of the participants. This problem is even more annoying for those over 80 years of age, among whom 27.3% highlight this discomfort. Other problems noted include lack of a reference person at the bank office, mentioned by 15.6% of those surveyed, and waiting in linewhich affects 14.8% of the participants.
https://e.infogram.com/e2a72c08-dfd8-4b34-a0e6-34fb4965d3e8?src=embed
Financial products: those that cause the most confusion
However, the situation in which the elderly experience greater concern with their banking offices occurs when they are offered a investment or savings productaccording to 23% of the responses. This response is particularly relevant because it focuses on the entity, which is the one in charge of preparing and issuing the information. The discomfort in receiving these offers is accentuated in those over 80 years of age, where 31.3% report difficulties, a figure that rises to 44.4% in those over 90 years of age. Furthermore, 22.3% of those interviewed express that they feel treated worse by their bank by claiming commissions that they consider incorrect.
Use of new technologies
Regarding the use of technologies, the study reflects that the use of mobile applications to interact with the bank is quite balanced among respondents over 60 years of age: a 48.1% use these toolswhile 46.8% prefer personal interaction, whether in offices or by phone. Added to the latter are 5.1% who opt for other methods, such as the use of computers and the Internet.
Curiously, no significant differences are observed in the age groups. More than 40% of those over 80 years of age, despite expectations about their relationship with digitalization, use mobile applications on a regular basis. As for those who prefer personal contact, 64% oppose replacing that relationship with the use of applications. This percentage rises to 80% in the case of those over 80 years of age.
Respondents who responded negatively about using mobile apps—that is, those over 60 who prefer traditional interaction—were asked the reason for their decision. A 35.9% expressed distrust towards applications26% fear being a victim of fraud, and 24.5% consider that they could make mistakes when using them. Many of those who selected the “other” option mentioned that they prefer to maintain a personal relationship with their bank.
The environment expresses greater concern
The opinion of those surveyed under 60 years of age varies from that of their elders. 54.1% of those around them believe that their elders do not perceive good treatment by the banks, and 37.1% consider that they only sometimes feel it, which compares with the percentage of 38.3% of respondents over 60 years of age who believe they receive good treatment. 58.5% of younger people indicate that the older people they interact with do not understand the bank’s communication well.
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