Human Tellers: Who Needs Them?

Human tellers are still the primary means of product delivery, despite the trend towards electronic and remote banking. In New Zealand, there exists a newly deregulated environment in the financial services industry. Therefore a “customer‐oriented” approach is needed to achieve customer satisfaction. Amongst ATM card holders the majority still used human tellers, on a regular basis. This pointed to the fact that there are a number of improvements to be made in two categories; impolite/inefficient tellers; queuing difficulties.