August 26, 2005

How UK Consumers Use Banking Channels

This is the first document in the "Changing Banking Channels" series.

by Benjamin Ensor, Cliff Condon

with Martha Bennett, Elena Giovannini

Executive Summary (This is a document excerpt)

Internet banking has grown rapidly in the UK, but this growth hasn't resulted in the fall in regular branch users that banks once expected. Although the number of regular branch users has fallen slightly, 55% of UK adults still visit a branch each month. Banks' right-channeling efforts still have some way to go to encourage older consumers to adopt self-service while enticing younger consumers into branches to buy other products.

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