BECU, founded in 1935 by 18 Boeing employees, is one of many CUs across the country that has seen an advantage in opening branches; in fact, the Washington-based CU has built 16 new branches since 2016. Why does a CU with a high-tech membership base that heavily uses the CU’s digital channels insist on adding branches? Simply put: their members want them. BECU says that one popular member request coming through the CU’s Net Promoter Score is that they want more branches.

Key Takeaway: Even if your members love digital banking, branches still fulfill a huge demand for personal service and face to face contact.