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
15View entire presentation