Sarah Rutherford at FICO has commissioned a survey of 1,000 adults in each of fourteen countries to canvas them about their attitudes to opening a range of different financial accounts digitally using websites and apps.
Sarah reports that there were some very interesting findings and some results that challenged her pre-conceptions and received wisdom!
Sarah’s top five insights are:
- Digital ‘natives’ probably aren’t who you think they are – unless you’re from Australia or New Zealand.
- People understand why identity proofing happens but when it causes disruption tolerance is low.
- Intuitive but flexible customer journeys are a basic requirement
- We may be at an inflexion point for the use of apps to open accounts digitally
- Using biometric security to protect accounts is accepted and even expected.
These are Sarah’s five highlights from the FICO consumer digital banking survey – but they’re just the tip of the iceberg of the insights uncovered.
Find out more in FICOs white paper and associated podcasts:
- FICO whitepaper: Identity Proofing and the Changing Face of Digital Banking that looks at the Global results in more detail
- FICO Identity Matters podcasts on www.FiCO.fm