Ambler Savings Bank Survey finds Consumers Choose People Over Apps

Despite the rapid growth of digital banking, over 80% of respondents in a recent Ambler Savings Bank survey of its customers said they still bank in person either exclusively or as part of a hybrid approach. Those findings highlight the continued demand for local branch banking as Ambler Savings Bank prepares to cut the ribbon on its new East Norriton Branch on September 23, 2026. This milestone represents more than the opening of a new location— it reflects the value customers continue to place on personal relationships and face-to-face service.

The voluntary survey, conducted by Ambler Savings Bank during the summer of 2026, was completed by over 200 respondents. The findings shed light on why customers opt to visit their local bank branch over banking via computers or apps.

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The data from the anonymous electronic survey was compelling:

·83% of respondents prefer in-person banking, either exclusively or as part of a hybrid approach that combines digital and branch banking, while 17% said they primarily bank online or through mobile apps.

·64% said it is very important to know the people at their bank.

·The desire to "talk with a real person" and conduct transactions "in person" inspired 36% and 47% of respondents, respectively, to make in-person branch banking part of their regular routine.

·In-branch community events and workshops appeal to 42% of respondents.

Survey responses consistently pointed out that one irreplaceable aspect of the customer experience is the people who assist them at the branch. In response to the question "What's something that a branch gives you that digital banking can't," top responses included "relationship-building with familiar faces" and "human advice tailored to me." Survey data placed "trust and security" as the third highest response. "Digital (banking) does it all just fine," scored a response rate of under 1%.

"I'm not surprised that the overwhelming majority of customers who responded were not just positive about Ambler Savings Bank but also find value in the human element that we offer," said Ambler Savings Bank President and CEO, Roger Zacharia.

Stability and Understanding During Stressful Times

Within the open-ended portion of the survey, Ambler Savings Bank customers shared stories of branch employees who helped them navigate turbulent times, such as major life events like purchasing a first home or managing finances after the loss of a loved one.

One respondent described their local branch staff as "Amazing people who have become devoted friends."

"The folks at our local branch take a strong interest in providing an outstanding banking experience with advice and guidance applicable to your personal situation," said another respondent.

Others said they appreciate being greeted by name and knowing they can rely on someone who understands their individual needs. Many described these personal relationships as the reason they prefer Ambler Savings Bank to larger banks.

One respondent shared a personal story of a time when Ambler Savings Bank helped her through a particularly difficult life circumstance, the loss of her husband.

"Everyone I worked with after my husband suddenly died was superb. During a stressful time with multiple real estate transactions, I appreciated everyone's patience and understanding," the customer shared.

"While online banking is convenient, nothing replaces being able to speak with someone who knows me and my family when something is urgent or confusing," stated another customer.

A New Chapter for Ambler Savings Bank Begins in East Norriton

The release of the survey data coincides with Ambler Savings Bank's official opening of its new East Norriton Branch (2905 Whitehall Road in East Norriton) this fall. Replacing the smaller Fairview Village location, the new branch offers a larger, more modern space as well as easier parking and access for customers. It will also have expanded Saturday hours (9am to 12pm).

"This new branch provides a more modern, larger space where customers can continue to benefit from the personal attention they expect from Ambler Savings Bank said Zacharia.

The new branch also has ample room for hosting educational workshops and community events, which is something that the previous, smaller location could not accommodate.

"According to the survey, 42% of respondents requested special programs and financial planning sessions. Now we have the space to offer them," he said.

The Bank is also highlighting personal and business credit cards, wealth management services, and student lending among the services available to customers. "For each stage of a customer's life, we now have offerings to support them," stressed Zacharia.

Grand Opening Set for September 23

Ambler Savings Bank will officially celebrate the opening of its new East Norriton Branch with a ribbon cutting ceremony at 3:30 p.m. on Wednesday, September 23 at 2905 Whitehall Road in East Norriton, PA, 19403. Bank leadership, local officials and members of the community will gather at the new branch location to mark the occasion.

The event will provide an opportunity for guests to tour the new branch, meet staff, enjoy refreshments, and learn more about the services available at the branch.

Zacharia is emphatic about the fact that the staff that customers know and love will remain unchanged at East Norriton Branch.

"The customers that have been banking with us for 15 years are going to walk into this facility and see the same people they've seen this whole time, so the human connection won't be broken," he said. "They'll just be in a nicer, more convenient location."

About Ambler Savings Bank

Ambler Savings Bank is a community-focused, mutually organized bank headquartered in Ambler, Pennsylvania. It operates branches in Ambler, East Norriton, Limerick, and Bally, and serves two continuing care retirement communities. Learn more online at www.AmblerSavingsBank.com. Member FDIC.