That is just one-tenth the rate in on-line banking, according to an Internet research firm. Thirty-three percent of customers who sign up for on-line banking stop using it, Cyber Dialogue found, and 65% of the defectors say they have no intention of returning.

Eight-month-old First Internet said one reason for its stable customer base -- which is also more loyal than the norm in traditional retail banking -- is its focus on customer service. Another reason is its integration of checking, savings, and loan information into single accounts that are updated in real time.

Subscribe Now

Access to authoritative analysis and perspective and our data-driven report series.

14-Day Free Trial

No credit card required. Complete access to articles, breaking news and industry data.