Voices of CMB: The Chadwick Martin Bailey Research Blog

1st point doesn't consider how I use trhe bank: the branch I visit motst often is near work, not home. 
 
A second thing to think about is that branches are not just about retention, they're also about new accounts. There has always been a trenendous amunt of inertia in bank customers, so writing about relative % who close accounts does nto tell the full story without saying what that % is.