The Digital Delivery Gap
As building societies continue to modernise member communication, a new challenge is emerging across the sector: the gap between rising digital expectations and the infrastructure used to deliver communication in practice.
Legado’s latest report, Building Society Insight Report 2026: The Digital Delivery Gap, explores how members and building societies view communication experiences today, and where the disconnect between expectation and delivery is becoming most visible.
This year’s findings reveal a clear shift. Members are increasingly comfortable interacting digitally, but communication journeys often remain fragmented across systems, channels and products.
The report highlights several key findings shaping the sector in 2026:
- 91% of building societies say communication systems are not fully integrated with core member platforms.
- 73% rely on three or more systems to manage member communications.
- 82% still send more than a quarter of communications by post.
- Only 18% say members can complete most key actions fully online.
At the same time, member expectations continue to evolve. The research found that 72% of members already use digital platforms or mobile applications to manage their accounts, while 80% would be willing to sign documents digitally if available.
The report also challenges long-standing assumptions around generational behaviour. Even among members aged over 60, digital engagement and willingness to use digital services is significantly higher than many organisations expect.
Throughout the report, we explore the structural and operational realities contributing to what we’ve called the Digital Delivery Gap — including fragmented systems, inconsistent communication journeys, continued reliance on paper and the complexity of modernising legacy infrastructure.
The report also examines how building societies can create clearer, more connected member experiences while supporting operational efficiency, sustainability goals and long-term member trust.
Download the full report to explore the findings, insights and opportunities shaping the future of communication within the mutual sector.