Americas Wholesale and Retail Banking Overview
Digital Progress: Canada
Digital Adoption (%)¹
+4%
Active Digital
3,329
3,599
3,847
3,826 3,985
+300 bps
Users (#'000)
+20%
55%
55%
58%
46%
50%
2018
2019
2020
Q3/20 Q3/21
+1,200 bps
+10%
2018
2019
2020
Q3/20
Q3/21
Active Mobile
Users (#'000)
2,396
2,666
3,073
2,991
3,304
Digital Sales (%)
+38%
2018 2019
2020
Q3/20 Q3/21
+500 bps
26%
26%
25%
+5 bps
20%
16%
-100 bps
Self-Serve
Transactions
(%)
84%
87%
92%
93%
93%
+900 bps
2018
2019
2020
Q3/20
Q3/21
2018
2019 2020
Q3/20 Q3/21
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
1CB Digital Adoption definition was updated in Q1/21 to reflect addressable customer base, excluding indirect-channel acquisitions
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