HSBC Malta said today that only 5% of conventional banking transactions are now carried out over the counter in branches. 95% of customers prefer to make use of Automated Teller Machines (ATMs), the internet or Call Centres.

The figures were given during the reopening of the Paola branch after extensive refurbishment.

This upgrade was part of HSBC Malta’s €8 million investment to revamp branches over a period of five years. This was the fourth branch to undergo such a makeover this year following upgrades in the Bugibba and Hamrun branches as well as the HSBC Premier Swieqi branch.

HSBC Malta CEO Alan Richards said the branch redesign was based on HSBC’s latest design concept, reflecting the changing needs of our customers.

“We are seeing less demand for transaction processing and more interest in providing an environment where we can hold quality conversations and deliver a higher level of overall service”

HSBC said the branch has been reorganised to allow for an improved customer relationship and more personalised services in a secure and intimate environment. It said that customers were more likely to visit their branch to seek a personal financial solution tailored to their need or the need of their business.

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