Mercator Research Shows That Branches Remain Important

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New research from Mercator Advisory Group examines the continued evolution of bank branches and the movement toward branch reconfiguration

One of the 14 exhibits in this report

Even while many banks, credit unions, and other financial institutions are right-sizing or otherwise reconfiguring their branches, most realize that in-person service is still important to their customers and members.

In a new research report, The Evolving Branch Banking Strategy, Mercator Advisory Group reviews the importance of face-to-face communication when discussing complicated financial products and service such as loans, time deposits, and investments.

“Even while many banks, credit unions, and other financial institutions are right-sizing or otherwise reconfiguring their branches, most realize that in-person service is still important to their customers and members,” comments Ed O’Brien, director of Mercator Advisory Group’s Banking Channels Advisory Service and author of the report.

Highlights of this report include:

  • Banks and credit unions’ efforts to create branches that meet (and exceed) customer/member needs while containing costs by balancing the desire for in-person expertise with 24x7 access as well as access to digital solutions
  • Emergence of new branch strategy as many financial institutions are reducing the number of branches they operate or reconfiguring their branch layouts    
  • New variations in branch layouts, including open concepts with dedicated zones for basic transactions, self- and assisted-service interaction, private areas for advice-based services, and teller automation and cash recycling equipment to enhance the overall customer experience
  • Changes in the fundamental role of tellers and other branch through expanded sales and service training aimed at promoting cross- and up-sell efforts and increasing overall customer satisfaction

This report is 20 pages long and has 14 exhibits.

Companies mentioned in this report include: Diebold, Glory Global Solutions, Nautilus Hyosung, NCR, and Wincor Nixdorf.

Members of Mercator Advisory Group Banking Channels Advisory Service have access to this report as well as the upcoming research for the year ahead, presentations, analyst access and other membership benefits.

Join the Banking Channels Mailing List.

Please visit us online at http://www.mercatoradvisorygroup.com.

For more information and media inquiries, please call Mercator Advisory Group's main line: (781) 419-1700

For free industry news, opinions, research, company information and more visit us at http://www.PaymentsJournal.com.

About Mercator Advisory Group
Mercator Advisory Group is the leading, independent research and advisory services firm exclusively focused on the payments and banking industries. We deliver pragmatic and timely research and advice designed to help our clients uncover the most lucrative opportunities to maximize revenue growth and contain costs. Our clients range from the world's largest payment issuers, acquirers, processors, merchants and associations to leading technology providers and investors. Mercator Advisory Group is also the publisher of the online payments and banking news and information portal PaymentsJournal.com.

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Emily Bergeron
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