What Members Expect from Future Digital Interactions
As building societies continue their digital transformation, member expectations are evolving rapidly. Legado‘s latest report, The Building Society Experience: 2025, explores how digital experiences are shaping trust, loyalty, and long-term engagement.
This year’s findings reveal a clear shift: digital is no longer a differentiator – it’s the default. With 86% of members now managing their accounts online and 95% wanting all communications in one secure digital location, the demand for seamless, intuitive experiences has never been higher.
The report uncovers four key themes driving member satisfaction in 2025:
- Clarity builds confidence: Members want consistent, consolidated communication they can trust.
- Speed drives satisfaction: Instant access, digital signing, and self-service are now expected.
- Security reinforces loyalty: Visible protection and transparency are essential to digital trust.
- Connection creates value: Unified experiences help members feel known, not just served.
Yet, only 52% of members rate their digital experience as “excellent” – highlighting a significant opportunity for societies to lead with better design, smarter communication, and more human digital journeys.
Download the full report to explore the insights, data, and practical steps your society can take to meet – and exceed – member expectations in a digital-first world.