The report 'Financial Inclusion in Rural Areas' by the CIS, based on interviews with 1,597 individuals in municipalities with fewer than 5,000 inhabitants, indicates that 76.9% of the rural population regularly uses online banking or their bank's app. The majority of rural residents (94.2%) have basic banking products, such as debit or credit cards, and digital payments, like Bizum, are frequent for almost half of those surveyed (48.8%).
However, the study highlights a clear generational gap in the use of digital services. While online banking usage remains above 75% for those up to 64 years old, it drops to 29.2% for individuals over 75. For Bizum, the difference is even greater, with usage at 92.7% among young people aged 18-24 compared to 10.9% for those over 75.
Lack of digital skills, rather than access to internet connection (considered good or very good by 69.2%), is the main obstacle. A significant 31.0% of respondents declare little or no ability to perform banking transactions online, and 55.7% acknowledge a low or very low level of financial literacy. Among those who do not use online banking, the primary reasons are a preference for visiting the branch (39.0%) and insecurity or fear of fraud (25.1%).
The ATM is consolidating its role as a key channel in rural areas, serving as the usual method for cash withdrawal for 84.9% of users. The lack of nearby ATMs is a reason for non-use for 14.3% of those who do not use them.
The physical bank branch is no longer the habitual channel for most, with only 31.8% of residents visiting regularly. The main reasons for not visiting are the use of online channels (33.2%) or ATMs (19.4%), although the absence of nearby branches (19.1%) or difficulties with opening hours and appointments also play a role.
Customer service for the elderly offered by banking institutions is poorly known. Around 30% of those over 65 who visit their branch are unaware if services such as extended hours for tellers, preferential attention, or dedicated staff for those over 65 are available. As an exception, 83% confirm that their branch offers assistance to the ATM if necessary.
