单选题

Despitetheevolutionandaddedconvenienc...

Question

Despite the evolution and added convenience of alternative channels, the branch network continues to be the heart of most retail banks. Many customers still harbor strong preferences for the personal interaction that only branches provide. Even remote users want to know that they can take their complex transactions to a local branch. With retail banks facing a range of pressures and pursuing growth through deposits, it is more important than ever for them to get the most out of their branch investments. McKinsey has been doing an ongoing analysis of branch networks across the United States to see where these networks are falling short and how Fargo Bank, a major client, can make improvements. Exhibit 1 shows that human interaction remains important in a multichannel world. Data is from surveys taken at Fargo and other North American retail banks. Personal interaction and service rank highly in the consumer decision process about where to bank. While alternative banking channels deliver added convenience, it is branch offices that customers turn to when they seek assistance with non-routine financial needs and where prospects go to learn about and open accounts. Fargo Bank has acknowledged this by continuing to invest heavily in growing their branch networks. The Head of Retail Division adds: “Today’s economic environment places significant pressure on operating costs across most industries, and for retail banking, a substantial portion (60 to 70 percent) of these costs are centered in branch networks. Recent and expected regulatory changes will put additional pressure on profitability. So while the branch is still a core asset and a vital link to customers, we will need to take a hard look at our branch networks to ensure that our continued investment results in strong returns”.  

Which of the following statements can be concluded based on the Exhibit 1?

A. Of those surveyed, customers who have an average of 5 or more Web interactions per week, at least 85% either interacts with a branch or call

B. 10% of surveyed customers use both the ATM and Call channels

C. Of those surveyed customers who don’t use the Web channel, 58% use ATM only

D. Of those surveyed digital users, 33% calls