A new study suggests some state-of-the-art branch service trends aren't sitting well with many credit union members. Scheduling-software company TimeTrade's study indicates credit union members are more likely than bank customers to want personalized service from humans when they visit branches.
The survey of 1,064 credit union members found that credit union members, who are more likely than bank customers to visit branches, largely dislike the idea of fully automated branches and don't really care whether those branches have "café-style" designs.
The survey also highlighted member demand for time control: 61% of the respondents said they won't wait more than 10 minutes for help in a branch, almost three-quarters (73%) wanted branches to stay open beyond typical business hours (compared to 69% of bank customers). Virtually all respondents (91%) said they'd visit a branch at off-peak times if there were an incentive.
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