Data Snapshot

Banks, Don’t Close Your Branches: Opening An Account In Person Still Matters

October 5th, 2021
David Hoffman, VP, Research Director
David Hoffman VP, Research Director
Nicole Murgia, Senior Researcher
Nicole Murgia Senior Researcher
With contributors:
Melissa Parrish , Christiana Lano , Sam Bartlett

More than half (51%) of US online adults who opened or applied for a bank account in the past 12 months did so online — 30% on a computer, 18% on a smartphone, and 3% on a tablet. But banks shouldn’t close their branches anytime soon. Nearly half of consumers opened accounts using an offline method, such as in person (41%) or over the phone (5%). This report provides a snapshot of Forrester’s data on what channel US consumers are using to open or apply for their bank account.

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