2019 Future Branches Report

Understanding The Relationship Between the Bank, Branch, and the Customer

Learn What Banking Customers Are Craving:

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About the Study

The relationship between today’s banks and their customers is in flux. In this digital age, many now crave and expect the convenience of online and mobile interactions, yet it remains that some banking activities are still tied to the physical bank location.

Following a survey of over 1,600 banking customers, this study goes into great detail in examining the relationship between customers and their bank — often with surprising results.

What This Study Covers:

  • How the average consumer approaches banking.
  • How consumers choose their banking relationships.
  • What makes the bank branch special?
  • Common challenges for consumers and the role of technology in solving them.