Closing Customer Experience Gaps in Branch Banking

Inside This Report

Branches still shape trust and choice in banking and the experience inside them often makes or breaks loyalty. In 2024, Adrenaline conducted more than 50 mystery shops across banks and credit unions of varying sizes, branch formats, and diverse geographies to determine where branch experiences shine and where they stall. We evaluated interactions, layouts, and processes through real customer scenarios to uncover what works, what doesn’t, and what to fix first. This report synthesizes those findings into practical advice that aligns branch delivery with rising consumer expectations – turning everyday visits into moments that build connection and growth.

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Adrenaline

In Depth

Consumer Banking

Closing Customer Experience Gaps in Branch Banking

Inside This Report

In Depth

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