{"id":437737,"date":"2022-01-27T15:30:33","date_gmt":"2022-01-27T15:30:33","guid":{"rendered":"https:\/\/www.finder.com\/uk\/?p=437737"},"modified":"2025-01-07T15:09:54","modified_gmt":"2025-01-07T15:09:54","slug":"growth-of-digital-only-banking-customers-stalls-for-the-first-time-as-people-say-traditional-banks-treat-them-well","status":"publish","type":"post","link":"https:\/\/www.finder.com\/uk\/media\/growth-of-digital-only-banking-customers-stalls-for-the-first-time-as-people-say-traditional-banks-treat-them-well","title":{"rendered":"Growth of digital-only banking customers stalls for the first time as people say traditional banks treat them well"},"content":{"rendered":"
  • A quarter (27%) say they currently have an account with a digital-only bank – the same figure as last year<\/li>
  • 3 in 10 (31%) said they have absolutely no intention of opening a digital-only bank account, although 18% do plan to over the next 5 years<\/li>
  • Over half (55%) of those who don’t intend to switch feel like they have always been treated well by their current bank<\/li>
  • Convenience (27%) remains the top reason for those who have, or intend, to go digital-only<\/li>
    <\/div>

    25, January, 2022, LONDON \u2013 <\/strong><\/p>

    The number of people saying they have an account with a digital-only bank has stalled for the first time in 4 years, new research<\/a> from personal finance comparison site finder.com<\/a> shows. <\/p>

    Around a quarter of the population (27%), equivalent to 13.9 million people, say they currently have an account with a digital-only bank, which is the same figure as last year. This is the first time during 4 years of tracking digital banking adoption in the UK that Finder’s poll has shown the figure flatlining.<\/p>

    But growth appears to have been slowing for a while, with the number of digital-only banking users rising from 9% in 2019 to 23% in 2020 before a more modest rise last year, when it rose to 27%.<\/p>

    The reasons behind traditional banks’ fightback<\/strong><\/p>

    3 in 10 (31%) respondents said they have no absolutely no intention of opening a digital-only bank account in the future and gave reasons why. <\/p>

    The top factor was that over half (55%) of these people feel like they have always been treated well by their current bank. Similarly, around 1 in 6 (16%) also said their traditional bank had been helpful during the COVID pandemic.<\/p>

    As the world begins to return to normal, the second most common reason was that customers prefer having the option of face-to-face communication with their bank (35%).<\/p>

    A worrying finding for the digital-only banks is that a quarter (25%) of those not intending to switch cited a lack of trust in new banks as the reason. <\/p>

    Growth still on the horizon for digital-only banks though<\/strong><\/p>

    Despite the slowdown in new recruits, digital-only banks can still look forward to welcoming 18% of the population over the next 5 years, according to the research<\/a>. This includes 1 in 10 (10%) UK citizens who plan to open an account within the next 12 months.<\/p>

    If everyone followed through with their intentions, 44% of the population would have a digital-only bank account by 2027, equalling a whopping 23.2 million people.<\/p>

    For the fourth year running, the top reason for those who have gone, or intend to go digital-only with their banking is convenience (27%). Linked to this, 1 in 4 (24%) wanted a new account and thought doing so with a digital bank was the easiest option.<\/p>

    1 in 5 (21%) said they want to transfer money more easily, and 18% thought the apps of digital-only banks are better. <\/p>

    A lack of trust isn’t just a factor for those who prefer traditional banks – 1 in 10 ( 11%) customers, or potential customers, of digital-only banking say they don’t trust traditional banks.<\/p>

    Young generations continue to be the biggest market for digital-only banks<\/strong><\/p>

    Digital banks are still most popular with younger generations, with 41% of gen Z saying they have a digital bank account and a further third (34%) intending to get one within the next 5 years. This would mean that by 2027, three-quarters of gen Z (75%) could have a digital bank account. The silent generation (born between 1928 and 1948) remains the generation that is least keen on digital-only banks. Just 7% said they have an account currently.<\/p>

    Commenting on the findings, Michelle Stevens, banking specialist at the personal finance comparison site finder.com<\/a>, said:<\/strong> <\/p>

    This is the first year that our research<\/a> hasn’t seen growth in the number of people using digital-only banks and it’s clear that traditional banks are adapting to an increasingly digital landscape. This seems to have played a significant role in the dropoff of new customers for digital-only banks as their first-mover advantage in the app space gets diminished. <\/em><\/p>

    Traditional banks such as Halifax have also seen net gains after improving their digital products and offering switching incentives – including to existing customers – something that digital-only banks haven’t done yet. Halifax has just won Finder’s Banking Customer Satisfaction Awards for 2022<\/a>, with some customers in our survey praising its app.<\/em><\/p>

    It isn’t all about digital though as there’s also a significant number of Brits who value having a physical branch to visit and trust traditional banks more. While the digital-only banks may not be able to compete with having a presence on the ground, they will be concerned at the lack of trust some customers appear to have in them.<\/em><\/p>

    Methodology:<\/strong><\/p>

    Finder commissioned Censuswide on 5th to 10th January 2022 to carry out a nationally representative survey of adults aged 18+. A total of 2,000 people were questioned throughout Great Britain, with representative quotas for gender, age and region<\/p>","protected":false},"excerpt":{"rendered":"

    Finder’s annual digital banking adoption research has revealed the number of people who said they own at least one digital bank account has stalled for the first time in 4 years. <\/p>\n","protected":false},"author":1184,"featured_media":395872,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"apple_news_api_created_at":"","apple_news_api_id":"","apple_news_api_modified_at":"","apple_news_api_revision":"","apple_news_api_share_url":"","apple_news_cover_media_provider":"image","apple_news_coverimage":0,"apple_news_coverimage_caption":"","apple_news_cover_video_id":0,"apple_news_cover_video_url":"","apple_news_cover_embedwebvideo_url":"","apple_news_is_hidden":"","apple_news_is_paid":"","apple_news_is_preview":"","apple_news_is_sponsored":"","apple_news_maturity_rating":"","apple_news_metadata":"\"\"","apple_news_pullquote":"","apple_news_pullquote_position":"","apple_news_slug":"","apple_news_sections":[],"apple_news_suppress_video_url":false,"apple_news_use_image_component":false,"footnotes":""},"categories":[3788],"tags":[],"asset_tag":[],"class_list":["post-437737","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-media"],"apple_news_notices":[],"yoast_head":"\nGrowth of digital-only banking customers stalls for the first time as people say traditional banks treat them well - 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