60 percent of customers say they don’t have a personal banker
Teller illustration.
Ron Bath
As bank branches decrease and online banking increases, 60 percent of the more than 1,000 consumers surveyed said they don’t have a relationship with a banker, though 74 percent said they visit banks at least five times a year.
The responses indicate banks have ample opportunity to cross-sell and up-sell, but improvements in in-branch service are critical, according to TimeTrade, a provider of online appointment software, which issued the report.[1]
Teller illustration.
Ron Bath
Other findings:
- 56 percent said they abandon online options because they want the expertise of a banker or aren’t sure of the right options.
- 83 percent said they would be willing to come to a branch during a weekday if they could be guaranteed they’d meet a representative there.
References
- ^ according to TimeTrade (www.banknews.com)