Bricks and clicks Mapping the future of branches Key points • Deloitte’s research has analysed over 10,400 bank and building society branch locations in England and Wales. We found that more than half of the total branch network is positioned in micro-markets where demand for high-quality branch services is likely to increase in the next five years. • Nearly one-quarter of the branch network covers markets where older people, and not younger people, are likely to create the biggest disruption by shifting to direct banking channels, including the Internet and mobile. • In today’s diverse and dynamic retail financial services market, banks and building societies need to combine their thinking on micro-markets and multi-channel strategy to ensure they can meet their customers’ needs for convenience, service and value. Contacts Louise Brett Zahir Bokhari Partner, Financial Services Partner, UK Banking Leader Analytics Leader +44 (0)20 7303 5337 +44 (0)20 7303 7225
[email protected] [email protected] Stephen Williams Harvey Lewis Partner, Building Societies Head of Analytics Research Leader +44 (0)20 7303 6805 +44 (0)113 292 1231
[email protected] [email protected] Margaret Doyle Sulabh Soral Head of Financial Services Senior Manager, Predictive Research Analytics Centre of Excellence +44 (0)20 7007 6311 +44 (0)20 7007 2123
[email protected] [email protected] Deloitte Insight Contents Foreword 3 Death by digital? 4 The seven types of micro-market 8 Segment comparison 16 Population coverage 18 What do