Direction Series  New From Synergistics

Overview

As competition intensifies, providers are redesigning branches to attract customers.  Popular features include plasma television screens, Internet cafes, play areas for children, and coffee and beverages.  Because branch redesign can be expensive, SYNERGISTICS examined consumer response to the issue of branch appearance. [D66]

Strategic Questions

• What are consumers' attitudes toward the appearance of branches?
• How does branch appearance stack up with other branch features?
• How satisfied are consumers with their primary branch?
• Does branch appearance impact the consumer perception of the financial institution?
• What improvements would consumers make to their primary branch? 

List of Exhibits

1. Attitudes Toward Branch Appearance
2. Very Important Aspects of the Branch
3. Aspects of Branch - Very Satisfied 
4. Association Between Appearance of the Branch and Impression of Financial Institution
5. Potential Appearance-Related Improvements to Primary Branch
6. Monthly Frequency of Branch Visits
7. Routine Activities at Primary Branch