Amid all the change in the ways people transact their business, it’s startling to be reminded of how many still do things the old-fashioned way. Banking is a case in point, as we learn from an article in last month’s Gallup Management Journal, by Gallup financial-services maven Douglas Berlon.
Sixty-seven percent of bank customers surveyed by Gallup during August /September said they visit a brick-and-mortar bank branch at least once a month. This dovetails with the finding that 47 percent visit an ATM “less than once a month — or never visit at all,” while just 37 percent visit an ATM “once a week or several times a month.” Likewise, “While use of the online channel is growing, 46 percent of customers never visit online.”
Twenty-five percent of the customers surveyed said they never call their bank on the phone, and 53 percent do so less than once a month. What about mobile banking? Just 5 percent do it.