--- description: Entrust asked 6,000 people how they feel about onboarding and digital identity processes and collated the findings into this report. image: https://www.entrust.com/sites/default/files/2025-03/end-user-report-featured-image-1200x628.jpg --- × Free Report # Expectations of Digital Identity and Onboarding **End-user research report** For regulated businesses, customer onboarding is a delicate balance of KYC checks and UX. While user expectations define what you should and shouldn’t do, compliance defines what you can and can’t do. So how do businesses strike the right balance? To help, we asked 6,000 people how they feel about onboarding and digital identity processes. The result? An in-depth deep dive into onboarding dos and don’ts, according to end users. [Get My Report](#form-block) ![End User report cover](https://www.entrust.com/sites/default/files/2025-03/end-user-report-featured-image-790x620.jpg) Users abandon account creation Due to slow or confusing processes Chose a document and biometric check Over any other method of identity verification Users trust a business more When that business does identity verification ![Onboarding A, B and C](https://www.entrust.com/sites/default/files/2025-03/Landing-Page-In-line-End-user-Report-623x623-1.jpg) × ## The Current State of Onboarding Identity verification technology has come a long way in recent years to enable widespread digital access to all kinds of services. However, different countries have adopted digital identity verification processes at different paces. And local regulations reflect this. The result? End-user experiences can be wildly varied. While some onboarding processes set the gold standard, others fall behind. × ## Building for Better Onboarding What users like and dislike about digital onboarding and identity verification processes. × ### In-store, no more? We asked users: would you be satisfied with a fully digital service so you never had to visit a store/branch again? 8 in 10 responded they would be satisfied with digital-first. Businesses across different industries (that haven’t done so already) can confidently make the shift to digital, knowing that it meets their users’ expectations. ![Users satisfied with digital services graph](https://www.entrust.com/sites/default/files/2025-03/Landing-Page-Graph-1-End-user-Report-623x623-1.jpg) ![Reasons for account sign up abandon graph](https://www.entrust.com/sites/default/files/2025-03/Landing-Page-Graph-2-End-user-Report-623x623-1.jpg) × ### Sign-up struggles Despite high levels of digital adoption from businesses and user satisfaction with digital-first, some sign-up processes still fall short. 1 in 5 users abandoned signing up for an account in the last year, due to reasons like it taking too long or being too confusing. In terms of potential business revenue, this amounts to a lot of missed opportunities. × ### Users opt for document and biometrics Document and biometric verification is users’ top choice when it comes to their preferred method to verify their identity. 36% of end users would choose it over any other method of identity verification. Why? It meets their expectations across security (81% find it secure) and convenience (88% find it convenient). ![Reasons for account sign up abandon graph](https://www.entrust.com/sites/default/files/2025-03/Landing-Page-Graph-3-End-user-Report-623x623-1.jpg) × ## In-depth deep dive into onboarding dos and don’ts Fill out the form to get your free copy of the Report. 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None - United States Afghanistan Aland Islands Albania Algeria American Samoa Andorra Angola Anguilla Antarctica Antigua and Barbuda Argentina Armenia Aruba Australia Austria Azerbaijan Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia, Plurinational State of Bonaire, Sint Eustatius and Saba Bosnia and Herzegovina Botswana Bouvet Island Brazil British Indian Ocean Territory Brunei Darussalam Bulgaria Burkina Faso Burundi Cambodia Cameroon Canada Cape Verde Cayman Islands Central African Republic Chad Chile China Christmas Island Cocos (Keeling) Islands Colombia Comoros Congo Congo, the Democratic Republic of the Cook Islands Costa Rica Cote d'Ivoire Croatia Curaçao Cyprus Czech Republic Denmark Djibouti Dominica Dominican Republic Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Ethiopia Falkland Islands (Malvinas) Faroe Islands Fiji Finland France French Guiana French Polynesia French Southern Territories Gabon Gambia Georgia Germany Ghana Gibraltar Greece Greenland Grenada Guadeloupe Guam Guatemala Guernsey Guinea Guinea-Bissau Guyana Haiti Heard Island and McDonald Islands Holy See (Vatican City State) Honduras Hong Kong Hungary Iceland India Indonesia Iraq Ireland Isle of Man Israel Italy Jamaica Japan Jersey Jordan Kazakhstan Kenya Kiribati Korea, Republic of Kosovo Kuwait Kyrgyzstan Lao People's Democratic Republic Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Macao Macedonia, the former Yugoslav Republic of Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Martinique Mauritania Mauritius Mayotte Mexico Micronesia, Federated States of Moldova, Republic of Monaco Mongolia Montenegro Montserrat Morocco Mozambique Myanmar Namibia Nauru Nepal Netherlands Netherlands Antilles New Caledonia New Zealand Nicaragua Niger Nigeria Niue Norfolk Island Northern Mariana Islands Norway Oman Pakistan Palau Palestine Panama Papua New Guinea Paraguay Peru Philippines Pitcairn Poland Portugal Puerto Rico Qatar Reunion Romania Russian Federation Rwanda Saint Barthélemy Saint Helena, Ascension and Tristan da Cunha Saint Kitts and Nevis Saint Lucia Saint Martin (French part) Saint Pierre and Miquelon Saint Vincent and the Grenadines Samoa San Marino Sao Tome and Principe Saudi Arabia Senegal Serbia Seychelles Sierra Leone Singapore Sint Maarten (Dutch part) Slovakia Slovenia Solomon Islands Somalia South Africa South Georgia and the South Sandwich Islands Spain Sri Lanka Suriname Svalbard and Jan Mayen Swaziland Sweden Switzerland Taiwan Tajikistan Tanzania, United Republic of Thailand Timor-Leste Togo Tokelau Tonga Trinidad and Tobago Tunisia Turkey Turkmenistan Turks and Caicos Islands Tuvalu Uganda United Arab Emirates United Kingdom United States Minor Outlying Islands Uruguay Uzbekistan Vanuatu Venezuela, Bolivarian Republic of Viet Nam Virgin Islands, British Virgin Islands, U.S. Wallis and Futuna Western Sahara Yemen Zambia Zimbabwe Marketing Consent Telemarketing Consent ```json { "@context": "https://schema.org", "@type": "BreadcrumbList", "itemListElement": [ { "@type": "ListItem", "position": 1, "name": "Home", "item": "https://www.entrust.com/" }, { "@type": "ListItem", "position": 2, "name": "Resource Hub", "item": "https://www.entrust.com/resources" }, { "@type": "ListItem", "position": 3, "name": "Reports \u0026 Insights​", "item": "https://www.entrust.com/resources/reports" }, { "@type": "ListItem", "position": 4, "name": "End-User Research Report" } ] } { "@context": "https://schema.org", "@type": "Report", "mainEntityOfPage": { "@type": "WebPage", "@id": "https://www.entrust.com/resources/reports/user-research-report" }, "name": "End-User Research Report", "description": "Entrust asked 6,000 people how they feel about onboarding and digital identity processes and collated the findings into this report.", "url": "https://www.entrust.com/resources/reports/user-research-report", "publisher": { "@type": "Organization", "name": "Entrust", "url": "https://www.entrust.com/", "logo": { "@type": "ImageObject", "url": "https://www.entrust.com/themes/custom/entrust/logo.svg" } }, "provider": { "@type": "Organization", "name": "Entrust", "url": "https://www.entrust.com/" } } ```