This is the result of a new study on the accessibility of Sparkassen presented by the German Savings Banks Association (Deutscher Sparkassen- und Giroverband, DSGV). The findings show that Sparkassen remain easily accessible for personal contact while combining their physical presence with a broad digital offering.
“This high level of accessibility gives customers real freedom of choice: they can decide for themselves whether they want to get in touch digitally or in person,” says Karolin Schriever, Member of the Executive Board of the DSGV. “People rightly expect advice and service to work equally well across all channels. That is exactly what the Sparkassen stand for. No one has to come to a branch, but everyone can,” Schriever continues. Branches are an important part of a modern, cross-channel offering that combines digital strength with personal accessibility.
Customers can receive advice at around 8,100 locations across Germany, including mobile branch sites, which ensure accessibility according to fixed schedules, particularly in structurally weaker regions.
Especially in large territorial states and predominantly rural areas, the contribution of Sparkassen to accessibility becomes clear. Distances are structurally greater in these regions, affecting not only banks but infrastructure as a whole. Nevertheless, relative to the population, Sparkassen maintain around three times as many branches per 10,000 inhabitants in rural areas as in metropolitan regions and cities. As a result, the average travel time to the nearest staffed branch is still only around six and a half minutes even in rural areas. At the same time, all key services are also available to customers via app, telephone or video call, with the same standards of service and advice.
“It would be unrealistic to expect every type of infrastructure to be available directly in every town,” said Karolin Schriever. “What matters is that people can reach us reliably. That is our mandate and also our self-image. The survey shows: they can.”