In “Part I: The ATM” of our “Benchmarking the Delivery Channels“ series, (survey is still accessible), less than one third of senior Retail Banking Executives had complete confidence in non-Branch channels as a substitute to current branch service (with “Mobile” scoring the lowest at less than one sixth). Clearly, the Branch remains a key pillar in serving the customer, but protecting service levels while facing the realities of lower margins and profitability demands that evolution is required through changes in roles, technology and customer expectations.
In exchange for participating in this exercise, members will receive aggregated survey results and an industry briefing. Technology provider and vendor members will receive the aggregated results as part of their research subscription. Please participate in our second survey in this series—Assessing the State of the Branch.