Why Digital Banking Often Fails to Reduce Offline Volume: Education and Contextual Support Needed to Overcome Offline Inertia
- Date:November 20, 2017
- Emmett Higdon
- Report Details: 17 pages, 8 graphics
- Why has offline channel use not declined in proportion to digital adoption?
- Why do consumers still prefer offline options when digital offers greater convenience?
- How do banks determine when digital channels are not the right answer for a situation?
- How can offline channels help increase consumer awareness and adoption of digital channels?
The consumer data in this report is based on information collected from Javelin surveys that targeted populations representative of the overall U.S. population in proportions of gender, age, and income:
- A random-sample panel of 10,768 consumers conducted from June to July 2017. The margin of sampling error is ± 0.94% at the 95% confidence level.
- A random-sample panel of 3,182 respondents collected online during July-August 2016. The overall margin of sampling error is +1.74 percentage points at the 95% confidence level.
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