Despite the hype surrounding Internet and mobile phone banking, high street branches and call centres will continue to be the most important channels for servicing customers in the future.
These are the findings of reseach commissioned by Fiserv revealing the views of marketing and strategy directors at 35 UK financial institutions.
Eighty one per cent of banks and building societies questioned rate the branch as the most important channel both now and in six to nine months times. Only nine per cent of banks and 36% of building societies regard the Internet as the most important channel at present.
Mobile banking regsiters even less interest, with only 27% of banks rating it highly.
Of those surveyed, 63% rate the call centre as a significant channel at present, with one in five saying it will increase in importance in the future.
"These findings support the views of Sir Brian Pittman, Lloyds TSB's chairman, that the branch still remains the most important channel. Barclays may be responsible for closures, but the rest of the high street does not seem to be following suit," says Phil Alcock, senior vice president at Fiserv.