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2015 ATM Market Benchmark Report

ATMs becoming the hub of financial institutions’ self-service banking channels

New research from Mercator Advisory Group examines importance of the ATM channel for today’s banking customers



In this research, 2015 ATM Market Benchmark Report, Mercator Advisory Group reviews how the ATM channel has become the foundation for an increasing number of interactions with financial institutions and their customers and members.

“Today’s ATMs are fast becoming the face of the institution for many banking customers. From their touch-screen interface to video feeds to remote contact center personnel, today’s ATMs are often filling many of the roles of traditional tellers, at least for day-to-day transactions,” comments Ed O’Brien, director of Mercator Advisory Group’s Banking Channels Advisory Service and author of the report.

This report is 25 pages long and has 17 exhibits.

Organizations mentioned in this report include: Bank of America, Chase, Citi, Cardtronics, Co-Op Financial Services, Diebold, Elan MoneyPass, NCR, Payments Alliance International, and Wincor Nixdorf.



Highlights of this report include:

  • Comparison of rates of ATM growth in various world regions

  • Market share of leading ATM deployers in the U.S. by type

  • Examples of various ATM capabilities in use at financial institutions such as intelligent deposit ATMs that free-up branch personnel for increased engagement with banking customers. 

  • Discussion of increased efficiencies and increased customer engagement and satisfaction available with new features for self- and assisted-service, including video connection to remote subject matter experts

  • Mercator Advisory Group CustomerMonitor Survey results on trends in U.S. consumers’ ATM use, including use of their own banks’ ATMs versus other ATMs and other means of getting cash; frequency of ATM use; use of mobile deposit; willingness to pay for ATM convenience; willingness to try teller-assisted videoconferencing

  • Discussion of banks’ investments in ATMs as part of a larger initiative of building out a customer-centric omnichannel banking environment