The MSR Group’s research shows bank customers still value branches and most want this option available for transactions they prefer to conduct in person. In fact, in spite of the increase in automated channels, our national banking study found 69% of bank customers have used a branch in the past two weeks. Banks are responding to customer needs and financial realities by getting more creative in how they present the branch experience, as shown in this story from The Chicago Tribune:
“PNC Bank is set to open a ‘pop-up’ branch location near Grant Park on Friday that will remain there for only three months, a move that illustrates how banks are looking for creative and less expensive ways to serve current customers and win new ones in an age of digital banking.”
Learn more about The MSR Group’s findings regarding branch banking and other channel usage in Why Closing Bank Branches is a Mistake.