A new research by Accenture has found that UK customers’ trust on bank services is growing and is at the highest level since 2012.

However, the research also found that relationship between banks and their customers is eroding due to declining branch visits and significant surge in digital transactions.

Accenture’s UK financial report surveyed nearly 4,600 adults and reported that consumer trust in the two years increased by 39% or 11 percentage points to 40%.

In the same period, customer satisfaction with banks increased 8%, or 5 percentage points to 70%. The customer satisfaction level was 57% in 2012.

Overall, the customers have decreased their interaction with the banks. Since 2015, the number of customers who visited bank branches at least once a month has dropped from 52% to 32%, revealed the survey.

The number of customers who use ATMs minimum once in a month also slipped 20 percentage points to 62%.

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Furthermore, the survey stated that the number of consumers using mobile banking regularly is unchanged at 34%.

It also found that consumers who transact through telephone at least once a month fell from 16% to 9%.

Accenture UK Financial Services Distribution and Marketing practice lead Peter Kirk said: “The jump in consumer trust is good news for banks, showing improvements in digital services are working.

“At the same time, the number of customers regularly visiting the branch is significantly reducing, but the number of customers regularly using mobile digital service remains static.

“This could be a concern for the banks as consumers still say they want to have the human touch.”