CURRENCIES The Ledger Branch banking Branch vs. digital: Who prefers what? Community banks provide banking services on a variety of platforms, both in person and digital. Rather than relying on one way to bank, most of today's customers use a combination of online and in-branch services. Here's a look at four customer profiles that exist along this physical and digital spectrum. 10% of customers 44% of customers Branchdependent digital customers Two or three branch visits every three months and some use of online and mobile banking Satisfaction score: 823 out of 1,000 13% of customers 28% of customers Who's the most satisfied? Branch-dependent digital customers. They rate their satisfaction at 823/1,000 12 Q ICBA Independent Banker Q July 2020 Digital-centric, branch-using customers Digital-only customers Only use online and mobile banking Satisfaction score: 791 out of 1,000 Digital banking One branch visit every three months and use of online and mobile banking Satisfaction score: 808 out of 1,000 Branch-only customers Only visit branches Satisfaction score: 804 out of 1,000 Source: J.D. Power & Associates consumer survey data published May 2019