Data Snapshot

Consumers Who Value Convenient Branch Locations Visit More Often, But Even Those Who Don’t Have Not Abandoned The Branch Completely

September 10th, 2021
With contributors:
Melissa Parrish , Christiana Lano , Sam Bartlett

When we asked US online adults to select the factors that they considered most important in selecting a provider for their bank account, 17% included a convenient branch or office location in their top three. Within that cohort, 59% have visited that provider’s branch or office in the past 12 months; in the past month, 43% have done so, compared with 21% of all consumers. Just one-quarter of those who did not say branch location was important, however, still visit a branch at least annually. This report provides a snapshot of Forrester’s data on the branch activity of the average US consumer compared with those who value convenient branch or office locations in their bank account purchase decision.

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