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      Home » Chart of the Day

      Has the Growth of Online Banking Reduced Branch Usage?

      Submitted by on Tuesday, May 8, 20124 Comments

      About RFG’s national consumer research

      Financial institutions receive national consumer research through RFG’s Strategic Planning Study Group (SPSG), a marketing research program consisting of semi-annual consumer surveys on current industry topics derived from RFG’s research process.

      Based upon 1,155 survey responses of a randomly drawn sample of members of a nationally representative direct mail panel, the consumer responses used in this study were weighted to reflect the nation’s demographic composition. The study’s confidence interval for any proportion gathered in the survey is in a range of 1.7% to 2.9% at the 95% level of confidence.

      For more information about RFG’s national consumer research, visit

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      • Serge Milman | OptiRate said:

        if the Branch traffic in the above graph includes ATM usage, then the data is quite misleading. Can you re-publish without ATM usage?

      • Louie Lambrou (author) said:

        Serge, I checked with our research analyst and he assured me that the chart above does not consider branch ATMs into the calculation of branch usage.

      • Serge Milman | OptiRate said:


        Thanks for the response. Can you offer insights for steady branch use found in your survey, especialy in light of other findings that report that in-branch transactions are down significantly, and that branches are virtually ghost-town during many hours of the day?

      • A Winning Branch Strategy « Heart of the Matter said:

        [...] the cows come home – I personally see room for both, and statistics show that branch use has not declined despite an increase in mobile – but the fact remains: if your customers are visiting your branches, they expect to be [...]

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