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Consumers looking for preferred service at branches

ATLANTA - Initial findings of a SYNERGISTICS Research Corporation survey entitled Revitalizing the Branch finds that 79% of consumers want to be treated like royalty when visiting a branch of a financial institution. In addition,85% of consumers who visit branches four or more times per month strongly agreed with the...

By Staff Writer | Updated on October 22, 2002

ATLANTA – Initial findings of a SYNERGISTICS Research Corporation survey entitled Revitalizing the Branch finds that 79% of consumers want to be treated like royalty when visiting a branch of a financial institution. In addition,85% of consumers who visit branches four or more times per month strongly agreed with the statement that it is important to be treated like a preferred customer. “For many consumers the branch is the financial institution and it serves as a direct and personal link between the institution and its customer,” said SYNERGISTICS COO Genie M. Driskill. “As depository institutions redirect their attention back to the branch our findings indicate that it may be the little things that cost the least which count the most.” The survey was conducted via telephone with 1,041 consumers age 18 or older with a household income of $25,000 or more.

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