Based on this research consumers select banks based on branches/ ATMs and are satisfied with banks based on online/ mobile tools
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A study of over 3,000 consumers reveals what drives satisfaction, why people refer some banks to their friends but not others, and what people look for when they've had enough and decide it's time to switch. Credio’s survey asked respondents to identify which banking features were most important when they selected their primary banks. Overall, respondents stressed the importance of branch and ATM availability when selecting their banking provider, and the significance of brick-and-mortar locations held true across all demographics.
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