New Online Banking Record – Branch Closures Continue

3 min read

For Germans aged 70 and over, online banking is almost second nature. Across all age groups, 86 percent now use it—a new record. According to Bitkom, branches and human advice are becoming less important to the public.

Whether out of necessity—because more bank branches are closing—or out of conviction is the big question. The Bitkom digital association sees it as a positive sign that, according to its commissioned survey, seniors in Germany are increasingly embracing online banking.

Overall, 86 percent of Germans now use online banking, a new high. Among younger users aged 16–29 and 30–49, the figure is even higher at 95 percent. For the 50–64 and 65–74 brackets, 92 and 83 percent respectively still use it—impressively high numbers. Only among over-75s is it still below half, though at 43 percent it has jumped from 26 percent in a 2024 survey. These are the findings of a Bitkom poll of 1,003 people aged 16 and over across Germany.

Many ready to switch

According to the study, the trend is set to continue: nearly a quarter (24 percent) of over-65s plan to start using online banking within the next 12 months, and another 9 percent can at least imagine doing so. For Bitkom President Dr. Ralf Wintergerst, this is a clear message: “Online banking is no longer a question of age. For most people, digital account access is more natural than a trip to the branch.”

More and more Germans are turning their backs on branches. Forty-four percent of online-banking users never visit a branch at all, 41 percent do so only occasionally, and just 14 percent still prefer the branch and only occasionally bank online.

Digital services need to improve

When it comes to digital services, most customers want banks to do better. The latest score of 3.1—down from 2.9 in the last survey—shows it. Rohleder admits banks are improving, but “they’re struggling to keep pace with rising customer expectations.”

Younger Germans in particular value digital offerings over branches and in-person advice. Eighty-five percent of 16–29-year-olds say a user-friendly banking app is important, compared with 78 percent overall. Seventy-three percent want a wider range of online-banking features, and 62 percent care about mobile-payment options.

Rising Trust in AI

More than a quarter of respondents (28 percent) would now trust an AI with their financial planning—a significant jump from 20 percent in 2024. Even 30 percent (compared to 26 percent last year) believe AI could outperform bank employees when recommending financial products.

Bitkom President Rohleder comments: “While a majority remain skeptical, the growing interest among Germans in AI applications—especially in finance—is clear. For banks and financial service providers, the technology offers enormous potential not only for internal processes but also for highly personalized customer solutions.”

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