Interesting piece here, that suggests a large percentage of online banking users are defecting from the service for a variety of reasons, from security to lost passwords.  This is something that we have to get a grip on, because the rapid rise of customers using the service is masking the defectors.

Forrester Research: Why Half Of Europe’s Net Users Don’t Bank Online

Nearly half of Europe’s Net users now bank online.   But the other half — 80 million Net users — have either tried online banking and given up or have never banked online. Banks are losing online banking users due to a mix of poor service design, security fears, satisfaction with existing channels, and marketing messages that aren’t getting through. Banks need a mix of carrots and sticks to persuade more Net users to adopt online banking.

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