TECH SUPPLIER Jan 2020 - IDC Survey - Doc # US44309319

IDC Survey: Face-to-Face Experiences Still Important in Retail Banking Employee-Assisted Channels

By: Marc DeCastroResearch Director, Consumer Banking

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Abstract

This IDC Survey presents key findings focused on the employee-assisted channels, primarily the branch and ATM, from IDC Financial Insights' 2019 U.S. Consumer Channel Preference Survey.

This survey has been conducted annually by the IDC Financial Insights team over the past decade and provides customer sentiment and usage across the entire omni-channel experience, including branch, ATM, online banking, mobile banking, payment and money movement, conversational banking and account opening, and onboarding experiences. While the results of this document focus on the U.S. market, the survey was conducted in both the United States and across five of the major countries in Europe.

"Despite the continued reduction in simple transactions with employee-assisted channels, particularly at the branch, the need and preferences of consumers remain steadfast that having the branch is an integral component of how they choose an institution and where they want to go for complex transactions or for opening new accounts," stated Marc DeCastro, research director, IDC Financial Insights. "Even younger demographics who bring a "digital first" mindset can only do so much through self-service channels and need that human experience to guide them through their financial journey."


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