A new consumer survey by J.D. Power finds that consumers across the board value branches. While the survey found that the younger generation tends to use mobile phones for a lot of their banking needs, all generations at about the same level of branch use at FIs.
The research firm found consumers of all ages want personalized service. A key component of personalized service is having the member service representative prepared ahead of time which is facilitated by appointment setting. We are seeing more and more interest in our Branch Appointment Calendar Module which is staff-facing and our Mobile Appointment Booking Tool which is member-facing for just these reasons.
Key Takeaway: Branches remain important touch points for all ages, but service demands have risen. The ability to easily schedule an appointment with branch personnel is key to meeting these rising expectations.