A 2015 Bain & Company study found customers who frequently use branches are almost three times more likely to switch banks as customers who rarely use the channel. In other words, the more consumers interact with bank staff, the more they seem to dislike their banks. Gerard du Toit, a Bain partner and lead author of the study, told The Financial Brand, "In the U.S., 60% to 70% of branch interactions in a typical bank are either bad or avoidable. Most of the time, a branch visit results in an inferior customer experience and comes at a higher cost for the bank."