GFT Digital Banking Survey 2023

Value of digital tools

• Opportunities for education and advice: Canadians are interested in learning how various tasks can be completed using digital tools, and how digital tools can improve the caliber of advice they receive. Less than half of Canadians currently feel that their bank provides useful advice
• Further adoption of digital banking services: Although most Canadians are comfortable using digital banking tools, it appears that few are using these tools to their full capabilities. Very few Canadians reported using multiple channels to complete a banking task.
• Young Canadians are seeking advice through digital banking platforms: Gen Z and Millennial Canadians are more likely to use digital banking tools, particularly for tasks related to advice. This audience should be a priority when promoting digital tools and capabilities.
• High level of comfort and satisfaction: The vast majority of Canadians are comfortable using digital banking services offered by their bank and many are satisfied with the services they currently receive. Satisfaction with one's banking services is higher among those who are comfortable using digital banking tools.