The State of Retail Banking 2016 Consumer Survey: Personalized Attention a Top Priority in Retail Banking

This survey of 2,064 consumers asked questions regarding their experiences in retail banking. Contrary to the common perception that millennials are mobile-oriented, the survey results find that they want to seek out expert advice and visit a branch when making a big decision. They value the opportunity to receive undivided attention from the correct associate in the branch.

However, once they’re in the branch, they don’t want to wait too long: 64% of consumers are willing to wait less than 10 minutes to be helped. Consumers want a high-value, in-person interaction, but they’re not willing to wait around for it.