Doug Shulman
Analyst · Jefferies.
Yes. Look, so we -- our distribution is multifaceted and quite diversified. We've got our branch network both for new customers but also for former customers and existing customers looking to a lending product or a different lending product. We've got digital which we've ramped up quite a bit in the last several years. So whether that's unpaid search on social media, paid search and we've also built up a very large email distribution base with former customers, people who came in and applied in the past, et cetera. So that's a very nice low-cost distribution. We have direct mail which we can quantify, we send out mail, we know response rates. We've actually decreased that some in the year. That will ebb and flow based on return profile and kind of the tightness of our credit box. And then we've got relationships with different distribution affiliates like Credit Karma, LendingTree, all those kind of affiliates. I think the big shift in consumer behavior we've seen in the last several years isn't so much the channel they show up in but it's how they want to engage with us. And that's -- we've talked a lot about our investment in digital. So 95% of people come in through the website or the app more and more people upload their documents through the app and the website, pick their loan, size, length, term, we've built out this co-browsing capability which we use extensively where even if there's someone in a branch booking the loan, somebody doesn't need to come in, except to exchange card title or those kinds of things, where we can be on the computer screen at the same time with them and take them through a very disciplined underwriting discussion, discussion about features and put them in the right loan for them. And then, we have a lot of digital engagement afterwards, whether it's checking your balance, payments, with our card rewards upgrades to the new card, etcetera. So we, like every other financial service institution or every company has had invest in a multi-channel, omnichannel platform where you can do business with us in person, on the phone or digitally. And we're continuing to lean into that digital engagement so that we are on par with everyone else and best-in-class for the places where we have competitive advantage. Broadly for the branch, we have less branches now than we did 5 years ago. And we're not widely growing our branch network but we like our branch network. We think it's a competitive differentiator. Customers tell us they like to be able to walk into a branch even if they choose not to, it's part of our brand and being in the community, working closely with people is super important. So branch will remain important but we've also been building out our central call center capabilities and our digital capabilities to complement that.