Tagged: demandscape

Channel analysis shows, unsurprisingly, branch visits are down significantly, mobile app usage is up and consumers are embracing the live chat feature.

Novantas continues to look at the pandemic’s impact on Canadian consumer branch usage and other retail trends.

The analysis shows that branch usage declined between October and November, likely due to new restrictions as COVID-19 cases rose.

Last month’s report hazarded that there may be a future reversal of the resurgence of branch usage as some provinces reinstated restrictions in October.

The September data show branch consumer usage making a delayed comeback in response to the general easing of lockdown.

In this second monthly bulletin, we look at the continuing impact of COVID-19 on Canadian consumer financial behaviour with respect to channel usage, particularly branch trends compared with other channels.

Tracking changes in Canadian financial consumer behaviour and attitudes with respect to channel usage consequent upon the longer-term impacts of the COVID-19 pandemic.