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

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Channel analysis shows, unsurprisingly, branch visits are down significantly, mobile app usage is up and consumers are embracing the live chat feature.
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Novantas continues to look at the pandemic’s impact on Canadian consumer branch usage and other retail trends.
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The analysis shows that branch usage declined between October and November, likely due to new restrictions as COVID-19 cases rose.
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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.
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The September data show branch consumer usage making a delayed comeback in response to the general easing of lockdown.
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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.
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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.