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The banking sector is changing rapidly as new players crowd the market, macro-financial conditions become difficult, and new technologies reinvent how banks operate. This digitalization is changing the relationship between customers and their banks, with strong repercussions for the entire banking industry, as footfall at traditional branches dwindles, more and more services are available digitally, online-only banks enter the market, and so on. It is crucial for banks to understand why customers turn to digital services. We study the factors explaining why consumers switch to online banking services. Our research covers 264 customers of French banks. The use of the stated preference method highlights the significant impact of satisfaction, trust, profession, social background, and age on use of online banking services. The complementarity of in-person and online channels in the provision of banking services appears to hinge on customer satisfaction.