Trust and finance are intrinsically related. Recent changes in legislation around data protection along with scandals in the media around how data is used is making the question of trust in the financial services sphere more relevant than ever, sparking questions such as: "how is data used?" and "how well is it processed?". Moreover, what is the relationship between consumers and financial institutions in 2019?
The financial services landscape has been radically evolving for the past decade, and credit scoring is no exception. Once the domain of a small number of credit bureaus, alternative credit scoring is democratising the credit underwriting process for banks and other lenders. This global trend shows no signs of slowing down, especially with the rise of digital-only banks and as more and more people use banking in unconventional ways, e.g. applying for a mortgage online.
Brand loyalty is decreasing as consumers show a willingness to jump ship in search of the easiest application process. Established financial service institutions can no longer rely solely on consumer trust in an industry that seems to be disrupted daily by the latest tech solutions from challengers and start-ups.
The recent announcement by Santander to partner with nCino to support its business banking activities comes as no great surprise. Although nCino claims its platform offers benefits across the entire commercial banking model, it is the improvements in loan origination — a reduction of 40% in the time taken for loan decisions — that’s driving Santander’s initial implementation activities.
On-boarding drop-out rates are rising significantly for financial service institutions. Banks are now losing 52% of their potential customers to application drop-out, an increase of 35% from two years ago. Consumers are increasingly frustrated with time-consuming, legacy processes and are willing to switch to challengers in their search for a streamlined, user-friendly experience. In fact, 43% of customers who had low satisfaction during new account opening indicated they will “definitely or probably” switch as a result.
Image Credit: Etienne Boulanger