CANTON, Ohio -
In its research paper, titled "Identifying the Next-Generation Retail Banking Customer: New Demands, Interactions and Expectations on the Near-Term Horizon," the authors say usage remains strong among Baby Boomers, Generation X and Generation Y.
"Part of a consistent pattern echoed throughout the study reveals that younger generations generally were more accepting of a variety of uses of the ATM," said Tom Thornton, who authored the survey. "For example, the study indicated that the youngest segments of Gen Y were more open to the possibility of using ATMs to conduct wire transfers as a vehicle for topping off prepaid gift cards."
According to the research, all generations rated viewing account balances, making deposits and transferring funds as preferred ATM services, and said they would rather use ATMs over online transactions.
Diebold said the study also found that branch ATMs are a preferred alternative to in-lobby PC terminals.
"Nowhere was the opposition to wait-time more acute than in the Gen Y segment. Baby boomers are willing to wait to gain personal interaction with a teller, but Gen Y is more than happy to forego the line in favor of the ATM," Thornton said.
