Solutions
Are onboarding and call centre experiences driving customers away?
Transform digital onboarding and support experiences in financial services
Reduce abandonment, boost satisfaction, and stay ahead of the competition with insights from real customers.
- Reduce digital account opening abandonment with real user insights
- Improve IVR and self-service performance to lower contact centre costs
- Benchmark onboarding against other leaders in the market and industry peers
Check out our guide on digital account onboarding to learn more.
Are high digital account opening drop-off rates and contact centre calls holding you back?
Customers abandon digital account openings when the process is clunky, unclear, or slow. And contact centres? Overloaded with escalations from frustrated users bypassing broken self-service. Complex onboarding flows and ineffective self-service tools are frustrating customers and driving them away. You’re investing in digital—but without customer insights, experiences fall flat.
- 59% of customers recently chose a financial product from a provider other than their main bank.
- 70% of customers press "0" to speak to a live agent, skipping IVR menus altogether.
- Only 32% of global customers are satisfied with their bank’s contact centre experience.
Your competitors are offering frictionless, mobile-first experiences. To compete, financial institutions must deliver faster, simpler, more human-centred onboarding and support.
Guide
Where do you stand against your peers in 2025?
Access the UK Banking Benchmark Report to compare your digital performance and customer satisfaction against leading UK banks.
UserTesting helps financial institutions fix what's broken—fast
UserTesting gives you the customer insights to fix what’s broken before it costs you customers.
Discover what’s causing abandonment in digital account opening
Uncover friction across self-service, IVR, and support journeys
Use real customer feedback to prototype, iterate, and launch confidently
Benchmark your experience with QXscore™ and see how you stack up
Use case deep dive tailored for you
Learn how UserTesting customers leverage customer feedback to boost engagement and drive customer loyalty.
Ready to transform how customers experience your brand?
See how UserTesting helps UK financial services institutions create seamless, high-converting digital journeys—from homepage to account opening.
