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	October 28, 2009 European Banking Customers Continue Migrating Away From The Branch Branches Are Losing Their Role As The Heart Of The Customer Relationship by Alexander Hesse with Benjamin Ensor, Courtney Tincher

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Executive Summary

The number of consumers visiting branches each month is falling slowly but steadily across Europe. Branch users tend to be lower-value customers who use branches mainly for day-to-day transactions like depositing and withdrawing money. Although online bankers have stopped using branches for most routine tasks, they continue visiting branches for high-value tasks like researching and buying banking products. The role of branches is changing from the main banking channel into a supportive channel for sales and advice. To optimize branch distribution, channel executives should change opening hours, make it easy to set up branch appointments online, encourage high-value customers to come to the branch, and use technology to make branch visits more relevant.

TABLE OF CONTENTS

• Branches Remain Popular In Europe — But Mainly Among Low-Value Customers
• Branches Will Continue Losing Their Role As The Primary Banking Channel

RECOMMENDATIONS

• Leverage Your Branch Network As An Inbound Sales Channel
• Supplemental Material
• Related Research Documents

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