Welcome to the Center for Payments’ Digitizing Payments: The Online Account Opening Experience Survey

In light of the surge in digital financial services during the global pandemic, the Center for Payments™ recognizes the growing concerns regarding the risks and fraud associated with online account products. This nationwide market study of financial institutions seeks to examine current industry practices and procedures to detect, evaluate, and mitigate hazards throughout the online account opening experience. Survey results will offer financial institutions specific insights into the different strategies and actions similar organizations are employing to manage day-to-day operations and mitigate risk and fraud within the U.S. financial system.

As an added incentive for participating in the survey, each participating organization will receive a personalized Company Performance Report. These are confidential, individualized reports of a participant’s own survey results (for all values) shown alongside institutions most similar to them. These reports provide respondents with an easy means for interpreting their results and comparing themselves. Email addresses are being collected for the distribution of these reports.


Comments must be submitted on or before Monday, March 1, 2021.


This survey is conducted by Industry Insights, Inc., at the behest of the Center for Payments, and the Payments Associations it represents. Your data will be held in the strictest of confidence and will not be used for any other reason than the sole purpose of this study. All information will be reported out only in the aggregate. Survey results will be made available to all Payments Association members. Company Performance Reports will be made available to all survey respondents to the email address provided.

Please review the survey and provide one response per financial institution or organization. As survey questions may require input across departments, we have included a link to a PDF version of the survey () to help in your data gathering process. Please note, however, that final answers must be submitted using this online form.

We thank you in advance for your participation!