In most of the markets which our Monitor survey has examined across the past ten years or so we have found that in the main, institutions have failed to respond to the ever-quickening social change that is taking place among members of the public. There is evidence that this is particularly true of banks. There is also evidence of a blurring of the edges in the perception of consumers to banks, building societies and insurance companies. Indeed, banks are increasingly becoming involved in the traditional functions of building societies (eg. provision of mortgages) and of insurance companies (eg. full range of insurance services). Societies appear to wish to see themselves offering almost every service that a bank or insurance company offers (eg. cheque books and buildings/contents insurance); indeed, the Government is actively encouraging building societies to diversify. And insurance companies are increasingly involved with lending and investment.