IPSOS DATA DROPS:
Boycotts in America
March 2025
Key Takeaways:
Two-thirds of bank customers say they prefer drive-thru ATMs for cash withdrawals. Bank customers now say they are twice as likely to withdraw cash from a drive-thru ATM as from a drive-thru teller.
What’s next:
Cash may be declining, but cash access still matters. Treat ATMs as a core part of the customer and branch experience.
Or visit the Ipsos Consumer Tracker archive and the Ipsos Top Topics page.
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IPSOS DATA DROPS:
Boycotts in America
March 2025
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Drive-thru ATMs are used more often by bank customers than in-branch ATMs, and also net significantly higher repeat usage (40% vs. 23%).
Customers are splitting their banking tasks by channel and convenience, with mobile apps for deposits and drive-thru ATMs for routine withdrawals. But in-person interactions remain relevant, with nearly one in three (30%) customers still utilizing a branch employee to deposit cash or checks.
Credit cards and digital transactions may take up more of Americans’ spending, but they still need cash — and when they do, they strongly prefer self-service options over employee-assisted transactions.
When asked how they'd prefer to get their cash, nearly two-thirds of bank customers choose a drive-thru ATM (65%), compared with just 12% who would prefer to speak with a teller inside the bank branch.
Bank customers want their ATM visits without the branch visit
1
Design around an integrated journey. Connect digital, ATM and human support rather than managing each as a separate channel.
Source: Banking Experience – Branch, Digital, and ATM Omnibus Research, fielded July 17, 2026,. n = 929 U.S. adults that use a bank or credit union for their primary banking needs (i.e. checking and/or savings account). Age and gender quotas based on U.S. census data.
Customers still value the hospitality and advice that an in-person visit can offer. But they’re most likely to say they’d visit a branch more often in the future if it offered shorter wait time and more accessible hours, underscoring the premium bank customers put on convenience.
Customers want shorter wait times and longer hours at bank branches
4
Source: Banking Experience – Branch, Digital, and ATM Omnibus Research, fielded July 17, 2026,. n = 929 U.S. adults that use a bank or credit union for their primary banking needs (i.e. checking and/or savings account). Age and gender quotas based on U.S. census data.
John Flesta Senior Vice President, Ipsos Channel Performance John.Flesta@ipsos.com
For routine transactions, bank customers want the benefits of branch banking without the branch experience. Drive-thru ATMs provide access to cash and deposits without the need to park, enter a branch, wait in line, or interact with staff. That may make them the channel most closely aligned with modern consumer expectations.
Source: Banking Experience – Branch, Digital, and ATM Omnibus Research, fielded July 17, 2026,. n = 929 U.S. adults that use a bank or credit union for their primary banking needs (i.e. checking and/or savings account) and whose primary bank(s) or credit union(s) have a physical locations they can access. Question phrasing: In the past 3 months, how often have you...?
Convenience wins for cash access
2
From mobile deposits to drive-thru ATMs, American bank customers have embraced different self-service options for the activities that once drove branch traffic.
However, in-person interactions remain relevant, with nearly one in three (30%) customers still utilizing a branch employee to deposit cash or checks.
Source: Banking Experience – Branch, Digital, and ATM Omnibus Research, fielded July 17, 2026,. n = 929 U.S. adults that use a bank or credit union for their primary banking needs (i.e. checking and/or savings account). Age and gender quotas based on U.S. census data.
Customers are splitting their banking tasks by channel
3
As routine transactions move toward self-service options, expectations for branch visits are changing. Banks should reposition employees toward higher-value interactions and focus on advice, problem-solving and relationship building.
Christina George Vice President, Ipsos Customer Experience Christina.George@ipsos.com
METHODOLOGY
All findings are from the Banking Experience – Branch, Digital, and ATM Omnibus, fielded July 17-20, 2026. n = 929 U.S. adults that use a bank or credit union for their primary banking needs (i.e. checking and/or savings account). Age and gender quotas based on U.S. census data.
