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64 It’s an online world 05 LANGUAGE SKILLS EXPLORE LOOK AGAIN EXTRAS Bank branches still popular as online banking continues to rise More than half of bank customers use a branch every month despite the rise of internet and mobile banking  The demise of face-to-face banking has been greatly exaggerated, according to research that has claimed the use of physical branches has surged over the last two years. More than half of bank customers use a branch every month despite the rise of internet and mobile banking, according to Accenture. The consultancy said 21% of people use a branch at least once a week, up from 12% in 2012, and 52% use one every month, against 45% two years ago.  Britain’s biggest high street banks are closing branches and investing in digital services to cut costs as consumers increasingly use computers and, in particular, smartphones, to check bank accounts and make payments. However, Accenture said this had not been accompanied by a decline in branch use. “This year’s survey underscores the growing complexity in how consumers want to interact with banks in the digital age,” said Peter Kirk, a managing director in Accenture’s financial services group. “This presents difficult questions for banks as they look to balance digital channels with costly branch networks and deliver relevant services.”  Even younger, digitally savvy consumers are using physical banking services more often, with 54% of 18- to 24-year-olds visiting branches once a month against 39% in 2012, the biggest rise among any age group.  Accenture’s research – the results of interviews with 3,604 consumers – appears to jar with claims from major banks that footfall at branches has decreased dramatically in recent years, although it did show that the use of other channels is surging. Three-quarters of people who use mobile banking services do so at least once a week, while less than half of those who visit their branch once a month do so every week.  There is also a growing subset of consumers who would be happy to use online-only banking services. A quarter would be happy to use a bank without call centres or branches, the research said. Anthony Thomson, the founder and former chairman of Metro Bank, plans to launch Atom Bank, which he says is the UK’s first digital-only alternative to the high-street lenders, next year.  The increase in use at both branches and on mobile coincided with consumers having a better perception of their banks, the research said. More than half now consider their banks to be trustworthy and fair, against just over 40% in 2012, while complaints about current accounts have fallen. Statements T F First four words 0 Traditional banking has proved more popular with customers than expected. The demise of face-to-face Q1 In Britain banks have closed down because clients no longer visit their bank branches in person. Q2 As a result of Accenture’s survey, banks will have to increase their number of branches if they want to keep their customers happy. Q3 The majority of computer-literate young adults prefer digital banking services. Q4 Banks say that fewer people are using physical banking services nowadays. Q5 According to a recent survey, 40% of consumers would be happy with online banking only. Q6 The offer of both digital and physical banking services has contributed greatly to customer satisfaction. Nur zu Prüfzwecken – Eigentum des Verlags öbv