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

October 5th, 2021
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.

Want to read the full report?

This report is available for individual purchase ($395).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.