FIGURE 21  Development of Online Brokerage and Multi Channel Brokerage Customers in 
Germany 
8
7
6
2.1
1.9
5
1.9
n
4
illio
1.8
m
3
2.0
4.9
4.5
2
3.8
1.7
2.8
1
1.6
0.8
0
2000
2001
2002
2003
2004
2005
Multichannel brokerage customers
Pure online brokerage customers
Source: DB Research September 2002, Forrester 2001
Online banking has become firmly established in Germany as a medium for financial service 
transactions and its further development is still dynamic. Forecasts expect that the market 
potential for Germany will range from 20 to 25 million online banking users in 2005 (Figure 20). 
But the Internet is only one of several access channels customers use to get in contact with their 
bank. While online banking is the second most important channel for banking transactions, in the 
area of information gathering online banking is third place, behind traditional ways of getting 
information such as account statements at ATMs or directly at the bank counter (Figure 22).  
FIGURE 22  Types of Banking Usage in Germany 
69%
69%
A
Att bank
 bank branc
 branch
h
52%
52%
11%
11%
At ATM
At ATM
56%
56%
19%
19%
On
O  line
n line
20%
20%
10%
10%
By m
By mail
ail
7%
7%
4%
4%
By p
By h
 p o
hone
ne
5%
5%
1%
1%
IIssu
s
e
su d
e  no
d
 no or
o de
r
r
der
4%
4%
No
N  an
o
s
 answer
wer
3%
3%
0%
0%
10
1 %
0%
20
2 %
0%
30%
30%
40%
40%
50%
50%
60
6 %
0%
70%
70%
80%
80%
as inf
as inform
orma
attiion
on m
 mediu
e
m
dium
as a t
as a tra
r n
a s
nsac
action 
t
m
ion medium
edium
Source: DB Research February 2002, Forrester 2002 
Financial services customers in Germany consider many different channels to be of high 
importance to them, with bank branches, ATMs and the Internet being the major ones. Multi 
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