Business Strategy: Results from the 2011 U.S. Consumer Channel Preference Survey - Internet Surpasses Branch as Most Used Channel

This IDC Financial Insights report analyzes the findings of the 2011 U.S. Consumer Channel Preference Survey, with comparisons to previous survey results providing 10 years of valuable trend analysis.

"For the first time ever, the Internet channel has surpassed the branch as the most used retail delivery channel," states Karen Massey, senior analyst, consumer banking, IDC Financial Insights. "Financial institutions are faced with challenging economic and regulatory times and must improve customer experiences and, therefore, profitability. Understanding consumer channel preferences and developing channel management strategies are key to providing value-added products within an effective cost structure."