Gartner Research

Bank Customers Still Love Branches, but Just Don't Use Them as Much

Published: 23 August 2013

ID: G00252902

Analyst(s): David Schehr


Gartner consumer research shows that branches continue to be important, but their role is changing for most consumers. CIOs of banks and financial services providers must incorporate this reality in IT and business strategies.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • Declining consumer use, combined with their continued perceived importance, will complicate banks' measurement of branch financial contribution and prevent large-scale branch closures
  • More technologically and economically developed markets show greater falloffs in frequent branch use, requiring banks to factor in specifics of their markets

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