- Millennials are least likely to visit a branch, but most likely to use mobile and online banking
- In-person experiences produce the most customer engagement
- Mobile banking apps must be as good as the best-designed apps overall
According to the Gallup summary, this digital generation is most likely to use both online (92 percent) and mobile (79 percent) channels — and they tend to use those channels more frequently than older generations.
“In contrast, only 66 percent of millennials visited a brick-and-mortar bank branch in the past six months, compared with 81 percent of baby boomers and 80 percent of traditionalists,” the article says. Read more here.