The research of over 4000 consumers also discovered that two-thirds expect improvements following these poor experiences. One of these improvements should be 100% digital onboarding of customers.
When asked what they thought of financial service providers that didn’t allow remote digital onboarding without the need to visit a branch, only 20% were understanding of this limitation, while a third couldn’t see why fully digital onboarding wasn’t possible in 2020.
Two thirds of respondents saw COVID-19 as a catalyst for 100% digital onboarding with only 14% disagreeing, saying that they did not expect financial service providers to be more digital due to COVID-19.
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