Yes, Millennials Still Visit Branches. When we think about millennials, we often picture smartphones, mobile apps, and doing everything online. But according to Wells Fargo CEO John Stumpf in a 2015 investor call, that doesn’t tell the full story. Despite mobile banking being Wells Fargo’s fastest-growing channel, 75% of customers—including millennials—still visit a branch at least once every six months.
[This blog post was updated June 2025]
Why Are Millennials Still Visiting Branches?
Even in a world of mobile banking and digital tools, members still want that face-to-face interaction—especially for important moments. Whether it’s opening a new account, applying for a loan, or getting help with fraud, members want to feel confident, supported, and heard.
What This Means for Credit Unions
This insight is a reminder that digital tools don’t replace branches—they enhance them. Credit unions should consider how to blend in-person service with digital convenience. That’s where tools like Better Lobby come in.
How Better Lobby Supports Both In-Branch and Digital Preferences
Better Lobby helps credit unions meet members where they are—whether that’s in the lobby or on their phone:
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Appointment Scheduling: Makes it easy for members (especially tech-savvy ones) to book visits in advance.
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Queue Management & Kiosks: Keeps in-person visits smooth, organized, and low-stress.
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Video Meetings & Online Queuing: Offers digital-first options for busy members who still want personal service.
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Wall Displays & Notifications: Keeps members informed and reduces confusion in branches.
Branches Still Matter—Just Smarter Ones
Wells Fargo isn’t alone in rethinking what a branch should be. As Stumpf noted, they’re moving toward smaller, smarter branches because digital tools are supporting more interactions. This trend gives credit unions an opportunity to redesign their spaces for more efficiency—without losing the human touch.
Key Takeaway Millennials Still Visit Branches
Even in the age of mobile banking, members—millennials included—still value branch visits. Better Lobby helps credit unions modernize the in-branch experience while offering the digital tools today’s members expect.
Source: “Do millennials use bank branches? Yes, Wells Fargo CEO says” – The Charlotte Observer, April 2015.
Read the original article here
The following section is the original post from June 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
Without a doubt, mobile banking is the fastest-growing channel. Moreover, it has grown faster than any channel in the history of banking – faster than online banking, ATMs, etc. Yet Millennials, also known as Digital Natives, still use branches, according to Wells Fargo CEO John Stumpf. He recently pointed out that 75 percent of customers visit a branch once every six months.
The bridge between mobile banking and the oldest channel of the all – the branch – is the convenient ability to book branch appointments on a mobile device. Our Mobile Appointment Booking Tool can be used day or night, seven days a week, enables members to arrange appointments when it is most convenient to them.
Key Takeaway: Whether your staff uses our Better Lobby Appointment Calendar software or Microsoft Outlook, member appointments made using the Mobile Appointment Booking Tool are seamlessly recorded and help to increase branch sales and improve employee efficiency levels.