12 March 2009
PODCAST

Where Do People Do Their Banking?

You might be surprised. Here’s why financial companies need to pay close attention to their customers’ preferences.

by Douglas Berlon
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You might be surprised to know which channel remains most popular with bank customers, according to the results of a recent Gallup survey. A financial services expert explains why companies need to pay close attention to their customers’ preferences.
Douglas Berlon is Global Practice Leader, Financial Services with Gallup.
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Reader Comments
Steven Baker Posted On 3/13/2009 6:40:29 PM

I have worked in banking for the last eight years in the UK and recently moved to Australia. I personally rarely use a branch these days unless someone sends me a check and then I'll use the express deposit rather than a teller, however from my experience there are still many in the UK using branches regularly when there are the same services available via other channels. I notice that branches seem to be even more heavily used here in Australia than in the UK, one cut of the research that I would be interested in seeing is how channel usage varies with age to give an indication of where channel usage will go in the future.

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