According to a new survey by Orc International, 88 percent of American adults feel they still need a physical branch location to go to for banking needs. Plus even as mobile banking improves and grows in both popularity and functionality, 84{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of those surveyed still believe that they would like to have a branch to go to for face-to-face encounters in 5 years.

Marina Stein, Senior Research Analyst, ORC International, notes that “despite the continued growth of mobile use, the need for physical branches remains constant. Consumers want both options – the ability to interact on-the-go and on their own schedule via mobile and online offerings, as well as the option to be able to have face-to-face engagements for more complex issues.”

We acknowledged this synergy between the branch and mobile channels when we developed our leading edge Mobile Appointment Booking Tool. Appointments made using the Tool are recorded in Better Lobby Appointment Calendar and are visible to all Better Lobby staff users.

Key Takeaway: While on the surface, the branch and the mobile channels are completely separate, they are actually complementary and are equally critical to every credit union’s current and future success.