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Bank Branch is the Preferred Channel for Financial Advice

August 14, 2018

new study commissioned by Samsung finds the bank branch to be the preferred channel for financial advice, across all generations.  Highlights from the study include:

  • 77% of consumers seek out a face-to-face transaction when discussing lengthier topics with their banks
  • 53% of consumers would like to pick up the phone for quick questions, rather than dealing with a digital solution
  • Visits to the bank branch across age groups only ranged between 74% (18-29 years) and 85% (60+ years)

“These results highlight the continued premium placed on face-to-face interactions when it comes to banking, and yet as these institutions continue to modernize, they must continue to invest in delivering excellent customer service,” said Bob Meara, analyst, Celent. “Investments in technology and staffing must reinforce the branches’ current and future strategic role. If banks do not provide a compelling sales and service in-branch experience to customers, it may be costly.”

Learn how lobby management software provides an effective queuing mechanism and facilitates more personal and efficient service.


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