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In early 2009, Financial Insights conducted a global survey of businesses and bankers regarding their investments in and use of financial digital services. Financial digital services are defined as the distribution of content, information, or product across the Internet, mobile device, or other electronic delivery channel. The goal was to better understand clients' usage of and satisfaction with digital services provided by their banks. Usage of specific products was researched as well to determine the relative importance of each. The research showed a significant lack of congruence between banks and their clients regarding product satisfaction.
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