Customer research: is digital now default?
The last year has been a crash course in digital engagement - for both customers and businesses.
Onfido and Okta ran exclusive joint research to examine how customers feel about moving online. 5,000 respondents from the UK, US, France, Germany and the Netherlands told us how they feel about digital access across a range of industries.
Read the report to learn
How COVID-19 has changed consumer’s relationship with digital identity
What the role of the branch is in a post-COVID world
What user’s expectations are of digital and omnichannel access
How users want to authenticate themselves
What businesses should do to meet customers' expectations
Insights from our research
1 in 2 customers
feel more comfortable accessing services online than they did before the pandemic
67% of customers
want to be able to sign-up for a new account online
9 in 10 customers
agree that businesses should allow them to access services in whatever way suits their needs