Research and Markets: Self-Service, ATM, and Other Channel Banking: Rising Use in a Mobile Era

DUBLIN--()--Research and Markets ( has announced the addition of the "Self-Service, ATM, and Other Channel Banking: Rising Use in a Mobile Era" report to their offering.

The fifth in a series of eight Insight Reports presenting findings of 2013 CustomerMonitor Survey Series reveals that while more consumers still prefer to use bank tellers to deposit checks, increasing numbers of U.S. adults prefer to use self-service methods for check deposit, primarily ATMs or their own mobile phones or computers. Responses from an expanded sample of 3,001 U.S. adults were collected in the annual online Banking and Channels survey, conducted in November 2013. The survey finds that preference for depositing at ATMs is increasing for both $50 checks. Consumers also increasingly prefer to use their mobile phones and computers to remote deposit capture $50 checks. This is especially true for smartphone and tablet owners, who are just as likely to prefer to deposit via ATMs or remote deposit capture as to prefer to use a teller to deposit $50 checks.

'Self-Service, ATM, and Other Channel Banking: Rising Use in a Mobile Era' highlights consumers' rising use and interest in a wider variety of self-service and ATM channels, especially consumers who are most technically agile in using smartphones and tablets and mobile banking.

This study examines the demographic shift, changing preferences, and use of self-service channels compared to traditional branch banking and identifies trends in consumer methods of communicating with their bank and frequency of contact, methods, and preferences for getting cash and depositing checks; use of ATMs by type and location; willingness to pay surcharges for convenience; importance of ATM characteristics in new bank selection; interest in using mobile cash access, self-service kiosks, and videoconferencing for discussions with banking specialists and separately for conducting bank transactions.

The proliferation of mobile channels appears to stimulate ATM and self-service use, not supplant it, states Karen Augustine, author of the report.


- Year-over-year trending of U.S. adult consumer use of self-service banking channels and frequency of use by each method

- Frequency and use of ATM deposits, envelope vs. no-envelope, cash vs. checks

- Demographics of preferred methods of depositing high- and low-value checks

- Shifts in methods of getting cash and depositing checks

- Importance of ATM features and functionality in new bank selection

- Importance of enhanced functionality, payment services, and coupons and rewards offered at the ATM

- Trends in use of and interest in in-branch videoconferencing with product specialists or teller-assisted videoconferencing for conducting transactions

Key Topics Covered

Executive Summary

Methodology and Respondent Profile

  • Data Collection Approach
  • Sample Profile


Self-Service Banking: Who Uses It?

  • Consumers Use Many Ways to Communicate with FIs
  • Self-Service Users Communicate with Banks More Often

Significance of the ATM Channel

  • ATM Use and Penetration
  • Frequency of ATM Use
  • Which ATMs Are Used
  • Are Consumers Willing to Pay ATM Surcharges?
  • Use of ATM for Getting Cash
  • Other Methods for Getting Cash
  • Preference for ATM vs Cash Back from Debit Card Purchases
  • Interest in Mobile Cash Access from ATM

Use of Branch vs Self-Service for Deposits

  • Use of ATMs for Deposit
  • Growth of Self-Service Bank Deposits
  • Methods of Deposits Based on Check Value

Importance of ATM Features

  1. Importance of ATM Features in Bank Selection
  2. Likelihood of Using ATMs If More Were Available
  3. Interest in Videoconferencing Services
  4. Consumers' Interest in New ATM Functionality

Conclusions and Strategic Implications

Appendix: Self-Service Banking Module from 2013 Survey Questionnaire

For more information visit

About Research and Markets

Research and Markets is the world's leading source for international market research reports and market data. We provide you with the latest data on international and regional markets, key industries, the top companies, new products.


Research and Markets
Laura Wood, Senior Manager
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: Banking and Financial Services


Research and Markets
Laura Wood, Senior Manager
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: Banking and Financial Services