2026 BUILDING SOCIETY INSIGHT REPORT
Members are ready. Systems are not.
Inside the 2026 Building Society Insight Report: why communication is breaking down and what’s driving the gap between expectation and delivery.
This isn’t a question of digital adoption. It’s a delivery problem.
91%
Communication systems aren’t fully integrated
18%
Members can complete key actions fully only
73%
Rely on three or more systems
Why this creates friction for members
Members don’t experience your organisation as systems. They experience it as journeys. A mortgage update arrives by post, a savings notification sits in a portal, and a request comes through email. What should feel like a connected experience becomes fragmented, making even simple interactions more difficult than they should be.
56%
Of members use more than one communication channel
What this report reveals
