Despite the rise of digital banking, SMBs continue to rely on physical branches, with over 75% visiting monthly and 43% weekly. Cash handling remains a key driver, and 76% value in-branch deposit services. Personal relationships with branch staff are highly valued, especially among millennial-run businesses. While 67% of SMBs acknowledge modernization efforts, one-third see room for improvement. Branches remain important for account opening and financial advice, but usage patterns are shifting, with younger owners visiting less often. Most SMBs prefer digital channels for routine tasks and branches for complex needs.

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