Preferred Banking Methods Infographic

Since the pandemic arrived in the U.S., mobile and online use increased, branch visits declined.

Mobile App

• Before pandemic: 33%
• Since pandemic: 44%

Online

• Before pandemic: 24%
• Since pandemic: 26%

Bank Branches

• Before pandemic: 21%
• Since pandemic: 10%

ATM

• Before pandemic: 11%
• Since pandemic: 8%

Telephone

• Before pandemic: 6%
• Since pandemic: 7%

Mail

• Before pandemic: 2%
• Since pandemic: 3%

Different Generations Bank Differently

Gen Z (1997-2012)

• Mobile:
  • Before pandemic: 48%
  • Since pandemic: 56%
• Online: 
  • Before pandemic: 11%
  • Since pandemic: 14%
• Branches
  
  • Before pandemic: 14%
  • Since pandemic: 4%
• ATM
  • Before pandemic: 14%
  • Since pandemic: 10%
• Telephone
  
  • Before pandemic: 7%
  • Since pandemic: 7%
• Mail
  
  • Before pandemic: 1%
  • Since pandemic: 4%

Millennials (1981-1996)

• Mobile:
  • Before pandemic: 45%
  • Since pandemic: 55%
• Online: 
  • Before pandemic: 13%
  • Since pandemic: 15%
• Branches
  
  • Before pandemic: 13%
  • Since pandemic: 5%
• ATM
  • Before pandemic: 16%
  • Since pandemic: 9%
• Telephone
  
  • Before pandemic: 5%
  • Since pandemic: 8%
• Mail
  
  • Before pandemic: 3%
  • Since pandemic: 4%

Gen X (1965-1980)

• Mobile:
  • Before pandemic: 36%
  • Since pandemic: 21%
• Online: 
  • Before pandemic: 23%
  • Since pandemic: 51%
• Branches
  
  • Before pandemic: 20%
  • Since pandemic: 10%
• ATM
  • Before pandemic: 9%
  • Since pandemic: 8%
• Telephone
  
  • Before pandemic: 7%
  • Since pandemic: 4%
• Mail
  
  • Before pandemic: 2%
  • Since pandemic: 3%

Baby Boomers (1946-1964)

• Mobile:
  • Before pandemic: 20%
  • Since pandemic: 29%
• Online: 
  • Before pandemic: 34%
  • Since pandemic: 38%
• Branches
  
  • Before pandemic: 28%
  • Since pandemic: 17%
• ATM
  • Before pandemic: 7%
  • Since pandemic: 6%
• Telephone
  
  • Before pandemic: 6%
  • Since pandemic: 7%
• Mail
  
  • Before pandemic: 2%
  • Since pandemic: 2%

Source: Morning Consult, on behalf of the American Bankers Association, conducted an online survey of 2,201 U.S. adults from October 1-3, 2021.