Gain market insight to shape strategy and deliver better outcomes
Compared with digital banks and increasingly capable high street apps, UK Building Society experiences feel functional and restrictive. The Building Society Snapshot Benchmark Report 2026 provides data, analysis, and practical recommendations that bring together the strategic context, customer expectations and UX best practice. Download the report to discover serious opportunities within this market.
“Building societies have plenty to navigate: Competition, shifting member expectations, macroeconomic pressure, regulatory scrutiny, and rapid technological change. And today’s app experiences are far from future-ready”
Oliver Lane, CEO BehindLogin
Download the Free ReportWhat’s Inside the Report
Included within this FREE Snapshot Report:
- Global Insights Behind the Login – Over 1m+ research participants across 100 countries help us to capture the real user experience of competing digital products
- Competitor Journeys created with Real Users – Anonymised screens and end-to-end user journey maps of winning features are shared on FigJam for easy review and analysis
- Benchmark Analysis – Each feature is analysed and scored against our proprietary benchmark framework, offering an objective and evidence based competitor evaluation
- Best-In-Class Showcase – Winning features highlight top functionality, usability and innovation across four core features
- Provider Diagnostics – A breakdown of each provider’s best performing features, strengths, and weaknesses
Who This Is For
- Building Societies – Looking to build better journeys, prioritise improvements, and shape digital roadmaps with evidence-based analysis
- Competing Financial Service Providers – Identifying market gaps and opportunities to support underserved users with customer centred experiences
- Oversight & Policy – Needing independent evidence to meet fiduciary duties, assess service quality, and track compliance with Consumer Duty
- Market Stakeholders – Using market insight to evaluate competitiveness, tailor solutions, and inform policy or standards
- Media & Commentators – Covering the shifting position of the UK Building Society industry, the role of digital enablement and its impact on financial customers
From the Report
Who’s Leading the Market
Nationwide is positioned first overall, with Coventry close behind. The report also recognises best-in-class experiences for key journeys including First Appearance, Send Money, Open Savings Account and Find Help and Support.
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From the Report
Hidden Gaps Exposed
BehindLogin sees a massive opportunity for Building Societies to modernise savings and mortgage experiences, remove friction, and properly integrate the member-led, human-support advantage into digital journeys.
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From the Report
Regulatory Pressure is Rising
The market context is shifting and Consumer Duty has raised the bar. Since July 2023, firms must evidence good outcomes, fair value, and communications customers can genuinely understand. Dense disclosures, friction-heavy account opening, or unclear next steps are no longer just UX weaknesses. They create regulatory risk. Meeting expectations is not the same as evidencing good outcomes. Within the report we also explore the impacts of Profitability Pressure and the Mortgage Advice Gap.
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From the Report
Opportunities for Innovation
Winners have been identified for each feature. However, overall findings show that Building Society apps are operationally adequate but strategically underpowered. Within the BehindLogin benchmark, most providers support basic task completion, but few deliver the kind of experience that builds confidence, drives action and enables self-serve. The report illustrates a serious opportunity to modernise savings and mortgage experiences, remove friction, and properly integrate the member-led, human-support advantage into digital journeys.
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Our Unique Approach
Real customers, real usage
For this study we spoke to verified Building Society customers from BehindLogin’s 1m+ Global Research Panel, all existing users of their provider’s app.
Live conditions, not test labs
Through one-to-one screen-share sessions, we observe how members genuinely navigate through core tasks. This captures authentic behaviours, revealing the true digital experience in everyday use.
Focused on what matters most
Our analysis centres on the four core features across five providers with an in-depth assessment of the customer experience.
Structured, evidence-led review
Each session is meticulously documented, with screens and flows mapped into clear journeys and evaluated using BehindLogin’s Benchmark Framework.
“By focusing on real member experiences, not lab tests or provider claims, we deliver an independent benchmark of Building Society apps.”
Oliver Lane, CEO BehindLogin
Why BehindLogin
Inspiring the Next Generation of Digital Experiences, BehindLogin provides the competitor intelligence that brings market advantage.
- Exclusive behind the login UX analysis and benchmarks trusted by leading FS providers
- Designed for teams who need to act fast and gain insight to shape their product strategy
- Reduce risk and deliver better outcomes for your customers and your business
Next Steps
Download your FREE copy of the Building Society Snapshot Benchmark Report today.
Download the Free ReportFor further details or to explore how BehindLogin can help with competitor intelligence that brings market advantage, book a call with Oliver Lane.
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