Consumers prefer branches over digital for banking advice

Tags Customer Experience Digital Banking

A recent study has found that banking consumers are happy to make use of digital interactions for quick, simple transactions; however, 77% prefer human face-to-face interactions for more substantive discussions with their financial institutions. Even for young adults (age 18-29), who use mobile banking at a rate of 75%, 74% still visit branches.

Although most consumers prefer going to a branch for more involved transactions, a poor experience at the branch could keep them away or even consider switching financial institutions. This indicates that, although digital offerings are important, it is still vital for financial institutions to provide strong personalized consultative customer service.

Source: www.atmmarketplace.com