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Improving the account opening process for Millennials and digital banking customers

First impressions count

​Little things can add up. A new study shows that Millennials and digital customers see room for improvement in retail banks’ account opening processes. Where were the gaps? And what small steps could banks take to create a better experience?

Serving Millennials and the digital customers of tomorrow

Millions of consumers open new accounts every day with online stores, cable companies, mobile ridesharing apps, and of course, with banks. Now imagine one such consumer—a Millennial named Max—opening a new account at a popular online shopping site. On the same day, Mia—another Millennial—opens a new account at a bank. Who do you think had a better experience—Max or Mia?

If you thought Max, you are likely wrong.

Conventional wisdom suggests that the account opening process at many banks seems to have become burdensome, due to heightened regulatory demands and compliance and control pressures. Banks today collect more customer information than ever before, follow a greater number of steps while onboarding, and ensure strict controls throughout the customer service life cycle. Meanwhile, the ease of opening a new account on digital platforms—in online commerce, ridesharing services, and even person-to-person (P2P) payments and online lending, is resetting customer expectations, particularly among Millennials.

The impact of dynamics on the account opening of retail bank customers.

In the report

To better understand how these dynamics impact the account opening experience of retail bank customers, Deloitte surveyed more than 3,000 consumers who opened a bank account recently for three product categories. Download the report to find out on:

  • Who exactly wants a better account opening experience?
  • What does improvement mean?
  • How can banks improve the account opening process?
  • Appendix: Study methodology

More information?

For more information on the millenials and digital banking report please contact Emeric van Waes via evanwaes@deloitte.nl / +31882884619 or Harmen Meijnen via hmeijnen@deloitte.nl / +31882884258.

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