June 29, 2025, 7:17 am | Read time: 2 minutes
Banking with a click instead of waiting in line at the branch: More and more people in Germany are turning to online banking—and even older adults are catching up quickly. The latest survey by the digital association Bitkom reveals surprising insights into the acceptance of digital banking services and the use of artificial intelligence.
Currently, 86 percent of respondents use digital services for their finances–a new high, according to a representative survey commissioned by the digital association Bitkom. The increase in online banking users is particularly strong among people over 65.
Seniors Catching Up–Online Banking Establishes Itself Across Generations
There were significant increases, especially in the age group between 65 and 74: In 2023, 61 percent of this age group managed their finances online, and now it’s already 83 percent. Among those over 75, the share has nearly doubled to 43 percent compared to the previous year.
“Online Banking Is Hardly an Age Issue Anymore”
For Bitkom CEO Bernhard Rohleder, it’s clear: “Online banking is hardly an age issue anymore.” Digital access to accounts has become more routine for many than visiting a bank branch: “Digital access to accounts is more commonplace for most than going to a branch.”
Half of the respondents said they could do without bank branches–among 16- to 29-year-olds, it’s even 60 percent. However, the end of branches is not in sight: “The future of banking is digital. But the bank branch is not history; it is rather changing its role,” Rohleder continued. “The bank branch is becoming a place for consultation.”
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Cautious Satisfaction with Digital Banking Services
Despite the high usage rate, many are only moderately satisfied with their bank’s digital offerings. Survey participants gave an average grade of 3.1–a satisfactory but not outstanding result. This rating remains at the 2023 level (also 3.1) and has slightly worsened compared to 2024 (2.9).
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Younger People Open to Digital Companies–AI Use Remains Controversial
Especially younger customers are open to new providers: 56 percent of 16- to 29-year-olds can imagine opening their checking account with a digital company like Apple, Google, or Amazon. Across all age groups, this figure is 44 percent.
The population remains skeptical about artificial intelligence in the financial sector–although with a decreasing trend. At least 28 percent would use AI to help with financial planning or analyze expenses. In 2024, the figure was still 20 percent. Additionally, 30 percent believe AI can provide better product recommendations than a human advisor–a slight increase compared to the previous year (26 percent).
With material from Reuters