In spite of digital channel usage rising 55% during the pandemic and 41% of customers now being digital-only, the fact remains that branches are still playing a key role for customers.

Forty-three percent of people still choose their bank or credit union based primarily on its convenient locations. The physical presence of branches contributes to a perception most people have that traditional financial institutions are safer and more secure than their online counterparts. And what about those times when a customer has an issue that can only be satisfactorily resolved with human intervention? In short, while digital channel use is on the rise and will only become more entrenched as the preferred channel for many banking services, customers still want peace of mind and people found at their local branches.