Yet 64% of banking consumers still rely on branches for conflict resolution when they can't find a way to resolve an issue online. And 65% of customers still see branches as symbols of stability, a sentiment that spans generations.
Banking Consumer Study 2025 · page 24 of 38
The slide highlights a disconnect between bank branch closures and persistent consumer demand for physical presence.
Consulting deck · industry_trends · analyze_data · overcrowded density
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2x2 matrix slide · 50%
chart/bar-vertical: Bar chart showing 66%, 65%, 65%, 63% for Baby Boomers, Gen X, Gen Y/Millennials, and Gen Z respectively.
Action Titles slide · 70%Callout asserts 64% rely on branches and 65% see them as stability
Audience Segmentation slide · 70%We identified three distinct mindsets across the customers we surveyed, each with unique preferences and emphasis on these drivers.
Chart Selection Guide slide · 85%Figure 6 generation-by-generation bar chart of branch sentiment
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