Number of consumers who prefer ATMs over other banking channels rises in 2013, ABA says

The Internet remains America’s most popular banking channel, but mobile banking continues to gain momentum and even the ATM and branch are gaining ground, according to new data from the American Bankers Association.

For the sixth year in a row survey participants named the Internet as their first choice for conducting their banking business. But the margin is shrinking: this year, 31 percent of respondents said it is the method they use most to manage their bank accounts, compared with 39 percent in 2013.

The second most popular way to bank — at a branch — increased to 21 percent; the proportion of those who prefer to use ATMs rose to 14 percent.

Nessa Feddis, ABA senior vice president and deputy chief counsel for consumer protection and payments, said this growth reflects investment by banks in technological upgrades to enhance efficiency and customer service.

“Advances in technology have enabled banks to expand customer choices and make it easier for consumers to manage their account anywhere, anytime,” said Feddis. “Consumers can deposit their check through a teller or interactive kiosk at a local branch, at an ATM or through an app on their mobile device. Most people use a mix of these methods.”

Asked which method they use most often to manage their bank account(s), customers responded as follows (last year's percentages appear in parentheses):

• Internet banking (laptop or PC) — 31 percent (39 percent)
• branches — 21 percent (18 percent);
• ATMs — 14 percent (11 percent);
• mobile (includes PDA, iPad, etc.) — 10 percent (8 percent);
• telephone — 7 percent (7 percent);
• mail — 6 percent (7 percent); and
• don’t know — 11 percent (10 percent).

“It’s clear that branches are still popular with many bank customers,” said Feddis. “When people are conducting a complex transaction like opening an account or applying for a home or business loan, they often prefer to do it in person. We’re seeing a branch renaissance in some areas, with many banks transforming their branches to become more efficient and customer-friendly.”

Online banking first became the most preferred banking method in 2009 with 25 percent of customers naming it as their favorite. Previously, visiting a branch was the most popular method, followed by ATMs.

Survey findings are derived from an Ipsos poll conducted August 7–12 via telephone with a national sample of 1,000 adults aged 18 and older. Weighting was used to balance demographics and ensure a representative sample.