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Client actions performed in bank branch, by type of service in the UK, 2014

This statistic presents actions performed in bank branch by customers, divided by the type of service required: whether the action could be performed by customers themselves or they required contact with the main counter of the bank/ specialized advisers. Most frequent actions undertaken by customers in banks, such as depositing of cash or cheques, withdrawal of cash or checking balance of the account prompt customer actions that are primarily self-service (for example 49 percent of withdrawing cash), or counter contact based (for example 49 percent of cash or cheque depositing). Only less frequently performed actions require contact with adviser. For example, 23 percent of customers reported obtaining new information about service or product in their banks. Out of those, 9 percent of actions were supported by advisers, along with another 9 percent requiring counter contact. Purchasing a new product, renewing the old one or opening a new bank account prompted clients to source the adviser contact, with 10 percent of customers that performed this action (20 percent of all customer actions) being supported by bank advisers.

Client actions performed in the bank branch in the United Kingdom (UK) in 2014, by service accessed

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Release date

July 2014


United Kingdom

Survey time period

March 2014

Number of respondents

3,604 respondents

Age group

18 years and older

Special properties

Current account holders

Method of interview

Online survey

Supplementary notes

Responses to the survey question: ‘Which of the following activities did you do during your last visit to your bank’s branch, and how did you do?’

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Statistics on "Current bank accounts in the United Kingdom (UK)"

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