Canadian Banking and Residential Mortgages Overview slide image

Canadian Banking and Residential Mortgages Overview

Digital Progress: Canada Digital Adoption (%) ¹ 1 +6% +300 bps Active Digital Users (#'000) 3,329 3,599 3,847 4,071 3,910 4,149 +25% 55% 59% 56% 59% 50% 46% 2018 2019 2020 2021 Q1/21 Q1/22 +1,300 bps +43% +7% 2018 2019 2020 2021 Q1/21 Q1/22 Active Mobile Users (#'000) 3,073 3,393 3,201 3,415 2,396 2,666 Digital Sales (%) 2018 2019 2020 2021 Q1/21 Q1/22 +0 bps 27% 27% +100 bps 26% 26% 23% +100 bps 16% Self-Serve Transactions (%) 84% 87% 92% 93% 92% 93% +900 bps 2018 2019 2020 2021 Q1/21 Q1/22 2018 2019 2020 2021 Q1/21 Q1/22 Definitions Digital Sales (% of retail unit sales using Digital platforms, excluding auto, broker originated mortgages and mutual funds) Digital Adoption (% of customers with Digital login (90 days) / Total addressable Customer Base) Digital Users: # of customers who logged into website and/or mobile in the last 90 days Mobile Users: # of customers who logged into mobile in the last 90 days Self-serve Transactions: % of Financial transactions through Digital, ABM, IVR 1 Digital Adoption definition for Canada was updated in Q1/21 to reflect new addressable customer base, excluding indirect-channel acquisitions 15 15
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