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August 26, 2005 How UK Consumers Use Banking Channelsby Benjamin Ensor, Cliff Condon with Martha Bennett, Elena Giovannini |
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Executive Summary
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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