The Identity Maturity Index 2026

Identity isn’t a feature. It’s infrastructure.

A data-driven view on how identity actually works across the customer journey. Based on 4,000 consumers in Belgium and the Netherlands, across banking, insurance, telecom and energy.

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Expectation beats reality in most sectors

In 3 out of 4 sectors, customers expect more from identity flows than providers deliver.

Your onboarding might be losing customers

64% of consumers say a video selfie during onboarding stops them from signing up.

Consumers want one identity that works everywhere

87% want fewer accounts and 90% would feel safer with a single trusted way to identify online.

The “app adoption” fear is a myth

Using an external identity app is one of consumers' most requested identity methods.

Identity maturity isn’t about tools. It’s about how identity behaves

Most organisations build identity as a stack of security features. But customers experience identity differently.

Onboarding, login, signing, data sharing: for users, it's one continuous journey.

Forward-thinking organisations don’t just deploy stronger methods. They make identity reusable across every step of that journey.