Whalesbook
Bank Branches Toh Zaroori Hain!
EY India ki ek report "Customer Experience Reimagined: The New Frontier for Indian Banking in 2026" bata rahi hai ki digital banking badhne ke bawajood, Indian bank branches abhi bhi bahut important role play kar rahi hain. Is study mein 2,000 se zyada customers se baat hui, aur pata chala ki Know Your Customer (KYC) jaise kaam aur documents submit karne ke liye log abhi bhi branches mein hi jaate hain. Iska matlab ye hai ki digital channels ne abhi tak branches ko poori tarah replace nahi kiya hai.
Kon Kahan Jaata Hai?
Sab log branches ko ek tarah se use nahi karte. Jo young log hain, 'aspiring strivers', woh sirf 9% branches use karte hain. Lekin 'rising professionals' thode zyada connected hain, 33% rural aur 37% urban areas mein branches use karte hain. Aur jo entrepreneurs aur urban 'mass-affluent' log hain, woh toh cash transactions aur account management ke liye branches par hi depend karte hain. Unmein se 52% log abhi bhi branches use karte hain. Rural areas mein bhi 56% log abhi bhi deposit aur withdrawal ke liye branches jaate hain, aur 45% 'empowered urban women' bhi regularly branches visit karti hain.
Customer Experience Ka Game
EY India ke Pratik Shah kehte hain ki achha customer experience hi competition mein sabse aage rakhta hai. Report yeh bhi bolti hai ki banks ko technology aur human interaction ko balance karna hoga, saath hi data privacy aur old technology ka bhi dhyan rakhna hoga. Aarthy Rangarajan, Partner – Financial Services at EY India, ne bataya ki fintech companies ke karan logo ki expectations badh gayi hain. Sirf 25% customers hi apne overall banking experience se bahut khush hain. Account opening toh 88% log easily kar lete hain, par 'aspiring strivers' ko branches mein unnecessary visits aur lambi procedures se dikkat aati hai. Yeh sab dikhata hai ki digital channels ke hote hue bhi, specific customer needs aur ekdum badhiya experience dene ke liye branches ka role abhi bhi high hai.