Digital Onboarding in Banking

Digital onboarding at many Swiss retail banks is significantly better today than it was just a few years ago—IBAN available immediately, e-banking and mobile banking the next business day, and a card within three days. But simply opening a customer account does not mean the relationship is active. As part of a mystery shopping study, Pragmatica analyzed 15 banks—and reveals where momentum is lost after account opening, which three activation archetypes are evident in the market, and what best-in-class providers do differently.

Self-services in digital banking

Many banks underestimate the potential of self-services in digital banking – and are therefore missing out on efficiency, customer satisfaction and revenue opportunities. While customers have long expected seamless, cross-channel solutions, offerings often remain fragmented and difficult to access. Our analysis shows where Swiss retail banks currently stand, what gaps exist and how institutions can catch up with best-in-class providers with a clear strategy, better user experience and consistent end-to-end digitalization.