09.28.2020 - Eclipse’s Key Takeaways from the 2020 Future Branches Consumer Study
September 28, 2020 – Future Branches surveyed over 1,000 consumers to learn about their relationships with banks and credit unions, but also to learn what these institutions can do to make the customer experience better. We have summarized a few key takeaways from the study here. The complete study can be viewed here (you must submit your contact information to download the study)
Key Findings: Branches are not dead, but they are changing!
- The most important factor for consumers when initiating a new banking relationship continues to be having a branch near their home or office.
- 64% of consumers visit a bank branch at least one or two times per month.
- 44% of consumers would prefer to have a discussion with a bank associate in-branch and 41% would prefer to resolve an issue with their account in-branch.
- Only 29% of consumers generally prefer an in-branch banking experience (versus a digital experience).
Related Survey Responses: