Most people over 70 confidently manage their banking digitally, often shopping online and relying on the internet daily. Over half occasionally seek help. Yet younger generations view seniors as far less adept, rating digital banking as complex and noting frequent, reluctant requests for assistance. Seniors self-score 7.3 out of 10, while children and grandchildren give just under 5.5. These insights from ABN AMRO's large-scale three-generation study highlight a key perceptual gap, underscoring the need for open family dialogues to ensure everyone thrives in the digital age.
ABN AMRO's research explores how those over 70 navigate the digital world, the support from their networks, and intergenerational help dynamics. As bank branches close across society, online banking via apps, laptops, or desktops has become essential. The findings show seniors adapting well: 73% find banking easier than ever, nearly 80% haven't visited a branch in over a year, and over 75% praise online progress. One-third use Tikkie for payments, with only one in six relying on outdated giro forms. Despite this, more than half still turn to children or grandchildren for occasional help.
Six in ten younger relatives consider online banking daunting for parents or grandparents. Nearly three-quarters provide regular assistance, and over half note frequent issues. They disagree that it's simpler for seniors and worry about scam detection, like phishing—40% of the middle generation and 37% of the youngest have seen elderly victims nearby.
Are seniors overconfident? Unlikely—PIN and password forgetfulness is most common among the young. Nor do they hesitate to seek help: 68% readily ask partners, children, or grandchildren for app or software guidance. Younger generations are eager supporters, showing interest in parents' (88%) or grandparents' (81%) digital skills, discussing innovations (80% and 77%), and stepping in as needed. Seniors, however, see room for more proactive engagement.
Ongoing communication is vital, emphasizes Gudy van der Wal-Verbruggen, who leads ABN AMRO's financial care coaches team: “Conversations reveal true capabilities and needs—your loved ones may grasp more than expected, or require extra support. Everyone's experience differs post-70. Trust underpins this: 43% of seniors share banking details with partners, 31% with children. Notably, just 3% shy away from bank help, with 97% open or positive. We're committed to this accessibility as our priority.”
ABN AMRO is scaling up Financial Care Coaches to assist elderly and vulnerable customers via phone, online banking, or home visits. Nearly half of surveyed seniors express interest. The bank also offers seminars, courses, and workshops.
