The term 'convenient' has been used in a number of contexts, usually referring to something that is easily achieved and meets our needs - something that fits in with and improves our lifestyle. Are today's bank branches fit for purpose in this sense? Do they meet our needs for convenience and are these needs themselves changing as technologies evolve in line with our expectations as to what is an appropriate level of service?

When we talk of a convenient location we are usually referring to one that is easily accessible. This will differ depending on whether we have access to a car or are reliant on public transport or maybe by how often we need to visit a facility. That said, there is also the argument that people want a service to be readily available if and when they need it - and where they need it - and that desire for a local branch presence will be unaffected by annual branch visit numbers.

Location is just part of the equation. Convenience is also about having all the services we require where and when we need them. For some, the digital world redefines the concept of convenience, with services being available at the touch of a screen, for others the branch remains the most convenient channel when it comes to complex financial decisions.

In some ways it is easier to define what isn't convenient - having to drive a long distance to the nearest branch, having to stand in line or not having access to the service we want when and where we want it. Is a convenient service one that makes best use of your time? To these examples of inconvenience we might add having no access to the internet or having to operate in an environment we don't find secure or having to use technology we don't fully understand. And what about choice? Does the removal of alternative channels limit our convenience?

Providing an appropriate service involves knowing your customers. People will differ in terms of their lifestyles, the ease with which they adopt new technologies and their preferences for contacting the bank. Individuals will want to use different channels at different times. They will want to feel comfortable whatever channel they use. They will expect consistent service delivery and choice as part of an omni-channel offer.

Security issues are closely linked to convenience as the prevention measures adopted can impact on transactions. Barriers to convenience may be physical such as screens between tellers and customers. They will also include the restriction of choice where some customers may still have security concerns regarding mobile technologies.

For many the branch remains a convenient and important element of service delivery within an integrated omni-channel environment that includes mobile and internet banking. However, the use of these channels has also raised customer expectations regarding speed and quality of service delivery.

From the branch perspective convenience will involve stress free transactions in a comfortable environment. What is convenient will change over time as behaviour changes and people adopt new technologies. The challenge is to meet the needs of all customers as they adapt to new technologies and not to force premature adoption. At Glory we are aware that for some customers a convenient service will include staff being available should they need assistance in operating the technology.

What constitutes a convenient branch? Location remains important for many, so we should include a convenient point of access. Beyond this we should consider customer comfort. A welcoming open plan environment with no screens or long lines and with comfortable waiting areas enhance customer satisfaction.

Branch convenience can be improved by appropriate design, effective signage, the deployment of best in class self- and assisted service technology, availability of staff to ensure customers are directed to the correct service point together with integrated and consistent service delivery. As customer behaviour evolves there remains in important role for the branch in delivering the services they expect in the most convenient manner.