RESEARCH · CONSUMER BANKING

Chase's Conversion Scorecard

Chase scored a 72.4 / 100 for customer conversion on its personal checking account application.

chase scored 72% on the solo conversion scorecard

Why SOLO Scores

SOLO works with 100s of fintech programs to optimize the unit economics and customer conversion of their data collection processes on behalf of their sponsor banks. This research provides a baseline for the impacts of data reusability through the SOLO network.

Chase's Application

Every screen of Chase's application, from first data field to funding. Documented, scored, and ranked.

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What’s behind the score.

Chase delivers where it decides: the account was active the moment the application ended, with real-time email alerts and a fully contained flow — zero follow-up tasks. The cost is the collection itself: 27 fields across 12 screens and a second device, essentially nothing pre-filled despite the user's SSN being linked to a former Chase account, a Yodlee bank connection that failed with correct credentials, and 13 minutes on the clock with documents already in hand.

27
fields across 12 screens, plus a second device for ID and funding
User Effort
13:00
start to finish, including the manual bank connection funding
Application time
Instant
account active at the culmination of the application
Decision speed
3/5
clarity of approval
Outcome transparency

Methodology

SOLO reviewed the application across four primary categories: User Effort, Application Time, Decision Speed, and Outcome Transparency. Each sub-metric is scored 1–5 against a fixed rubric.

Full Scorecard

17 SUB-METRICS

Sub-metric · What's measured

Total number of screens

How many times the user clicks to the next screen

Score

1 / 5

Why this score — And not more

12 screens and 2 devices required — past the 5+ screen floor. A 5 is a single screen.

Sub-metric · What's measured

Total number of fields

Total fields / data points supplied

Score

3 / 5

Why this score — And not more

19 fields for the application itself, plus 6 more — and another device — for the manual bank connection to fund the account.

Sub-metric · What's measured

Manual data entry

Information the user must type in manually, excluding uploads and account connections

Score

2 / 5

Why this score — And not more

The only pre-filled field was the bank name during the manual account connection; everything else was typed by hand. A 3 requires working assists on core details.

Sub-metric · What's measured

Document / file uploads

Level of document collection required

Score

3 / 5

Why this score — And not more

A manual ID upload was required, but the cross-device process was clear and seamless. A 5 requires no upload at all.

Sub-metric · What's measured

Account connections

Level of account connections required or optional, and how they improve the experience

Score

2 / 5 · ceiling

Why this score — And not more

The Yodlee bank connection failed even with correct login credentials; the manual fallback worked. A 5 requires functional connections with a clear payoff.

Sub-metric · What's measured

Repeated actions

Number of times a user completes redundant work

Score

3 / 5

Why this score — And not more

The system remembered nothing despite the user's SSN being linked to a former Chase account — though asks were not repetitive within the application itself.

Sub-metric · What's measured

Sensitivity of information required

Clear disclaimers and reasons for requesting sensitive PII throughout.

Score

4 / 5

Why this score — And not more

Clear and proper disclosures linked at each sensitive ask. A 5 adds strong, visible controls throughout.

Sub-metric · What's measured

User self-sufficiency

Can the user complete the application on their own

Score

5 / 5 · ceiling

Why this score — And not more

Fully self-sufficient — no human review, follow-ups, or tickets.

Sub-metric · What's measured

Total number of follow-up actions required

Zero follow-up tasks — submission was complete and decisionable.

Score

5 / 5 · ceiling

Why this score — And not more

A fully contained application — zero follow-up tasks after submission.

Sub-metric · What's measured

Error recovery & resilience

The text with the application link made resuming very quick and easy.

Score

5 / 5 · ceiling

Why this score — And not more

The cross-device connection was seamless in both directions.

User effort. Full Conversion Scorecard methodology by category and sub-metric.
Sub-metric · What's measured	Score	Why this score — And not more
Total number of screens How many times the user clicks to the next screen	1 / 5	12 screens and 2 devices required — past the 5+ screen floor. A 5 is a single screen.
Total number of fields Total fields / data points supplied	3 / 5	19 fields for the application itself, plus 6 more — and another device — for the manual bank connection to fund the account.
Manual data entry Information the user must type in manually, excluding uploads and account connections	2 / 5	The only pre-filled field was the bank name during the manual account connection; everything else was typed by hand. A 3 requires working assists on core details.
Document / file uploads Level of document collection required	3 / 5	A manual ID upload was required, but the cross-device process was clear and seamless. A 5 requires no upload at all.
Account connections Level of account connections required or optional, and how they improve the experience	2 / 5 · ceiling	The Yodlee bank connection failed even with correct login credentials; the manual fallback worked. A 5 requires functional connections with a clear payoff.
Repeated actions Number of times a user completes redundant work	3 / 5	The system remembered nothing despite the user's SSN being linked to a former Chase account — though asks were not repetitive within the application itself.
Sensitivity of information required Clear disclaimers and reasons for requesting sensitive PII throughout.	4 / 5	Clear and proper disclosures linked at each sensitive ask. A 5 adds strong, visible controls throughout.
User self-sufficiency Can the user complete the application on their own	5 / 5 · ceiling	Fully self-sufficient — no human review, follow-ups, or tickets.
Total number of follow-up actions required Zero follow-up tasks — submission was complete and decisionable.	5 / 5 · ceiling	A fully contained application — zero follow-up tasks after submission.
Error recovery & resilience The text with the application link made resuming very quick and easy.	5 / 5 · ceiling	The cross-device connection was seamless in both directions.

Sub-metric · What's measured

Time from first screen to completion screen

Stopwatch “start” → “complete”

Score

1 / 5

Why this score — And not more

13:00 start to finish — past the >10 minute floor — with documents prepared in advance and including the manual account connection to fund the account. A 5 is ≤4 minutes.

Sub-metric · What's measured

Time to complete follow-up requests

Time it takes the user to complete assigned follow-up tasks

Score

5 / 5 · ceiling

Why this score — And not more

No follow-up requests were required at all — the ceiling case.

Application time. Full Conversion Scorecard methodology by category and sub-metric.
Sub-metric · What's measured	Score	Why this score — And not more
Time from first screen to completion screen Stopwatch “start” → “complete”	1 / 5	13:00 start to finish — past the >10 minute floor — with documents prepared in advance and including the manual account connection to fund the account. A 5 is ≤4 minutes.
Time to complete follow-up requests Time it takes the user to complete assigned follow-up tasks	5 / 5 · ceiling	No follow-up requests were required at all — the ceiling case.

Sub-metric · What's measured

Time to final decision, from application start

Stopwatch “start” → account open / decision made

Score

5 / 5 · ceiling

Why this score — And not more

The account was active at the culmination of the application — an instant decision.

Sub-metric · What's measured

Time between communications

Responsiveness for additional tasks needed to move the application forward

Score

5 / 5 · ceiling

Why this score — And not more

Real-time email alerts conveyed account status and next steps at every handoff.

Decision speed. Full Conversion Scorecard methodology by category and sub-metric.
Sub-metric · What's measured	Score	Why this score — And not more
Time to final decision, from application start Stopwatch “start” → account open / decision made	5 / 5 · ceiling	The account was active at the culmination of the application — an instant decision.
Time between communications Responsiveness for additional tasks needed to move the application forward	5 / 5 · ceiling	Real-time email alerts conveyed account status and next steps at every handoff.

Sub-metric · What's measured

Clarity of approval

Is a “why” stated for the outcome

Score

3 / 5

Why this score — And not more

No clear indication of why the account was opened — a basic outcome with standard next steps. A 4 states specific reason categories.

Sub-metric · What's measured

Ongoing data usage understanding

Do I know how my data is used on an ongoing basis

Score

3 / 5

Why this score — And not more

Disclosures were provided, but densely communicated. A 4 provides ongoing visibility in plain language.

Sub-metric · What's measured

Data privacy controls

Can I control permissions over who sees what

Score

3 / 5

Why this score — And not more

Some controls outlined in the application and disclosures, but it isn't evident how data will be used beyond in-product “personalization” language. A 4 requires granular, revocable controls.

Outcome transparency. Full Conversion Scorecard methodology by category and sub-metric.
Sub-metric · What's measured	Score	Why this score — And not more
Clarity of approval Is a “why” stated for the outcome	3 / 5	No clear indication of why the account was opened — a basic outcome with standard next steps. A 4 states specific reason categories.
Ongoing data usage understanding Do I know how my data is used on an ongoing basis	3 / 5	Disclosures were provided, but densely communicated. A 4 provides ongoing visibility in plain language.
Data privacy controls Can I control permissions over who sees what	3 / 5	Some controls outlined in the application and disclosures, but it isn't evident how data will be used beyond in-product “personalization” language. A 4 requires granular, revocable controls.

Opportunity

Highlights

Wins, losses, and what the network would fix.

Category: User effort
Wins: Fully self-sufficient and fully contained — zero follow-up tasks; a seamless cross-device ID upload; clear disclosures at each sensitive ask.
Losses: 27 fields across 12 screens and 2 devices; nothing remembered despite the user's SSN being tied to a former Chase account; the Yodlee connection failed with correct credentials.
Opportunities: Network pre-fill of identity, address, ID, and employment — plus reuse of the existing relationship — would eliminate 16 of 27 fields and the re-entry entirely.

Category: Application time
Wins: No follow-up requests were required on the applicant's side.
Losses: 13:00 start to finish, with documents already in hand.
Opportunities: Pre-filled data would move a 13-minute collection toward the ≤4-minute ceiling in a single sitting.

Category: Decision speed
Wins: Account active at the culmination of the application, with real-time email alerts and clear next steps.
Losses: —
Opportunities: —

Category: Outcome transparency
Wins: Proper disclosures linked throughout the application.
Losses: No reason given for why the account opened; disclosures dense; controls unclear beyond in-product “personalization” language.
Opportunities: Stated decision drivers plus a plain-language, revocable data-use view would lift all three sub-metrics.

Opportunity highlights by category: wins, losses, and what the network would fix.
Category	Wins	Losses	Opportunities
User effort	Fully self-sufficient and fully contained — zero follow-up tasks; a seamless cross-device ID upload; clear disclosures at each sensitive ask.	27 fields across 12 screens and 2 devices; nothing remembered despite the user's SSN being tied to a former Chase account; the Yodlee connection failed with correct credentials.	Network pre-fill of identity, address, ID, and employment — plus reuse of the existing relationship — would eliminate 16 of 27 fields and the re-entry entirely.
Application time	No follow-up requests were required on the applicant's side.	13:00 start to finish, with documents already in hand.	Pre-filled data would move a 13-minute collection toward the ≤4-minute ceiling in a single sitting.
Decision speed	Account active at the culmination of the application, with real-time email alerts and clear next steps.	—	—
Outcome transparency	Proper disclosures linked throughout the application.	No reason given for why the account opened; disclosures dense; controls unclear beyond in-product “personalization” language.	Stated decision drivers plus a plain-language, revocable data-use view would lift all three sub-metrics.

Chase's Conversion Scorecard

Why SOLO Scores

Chase's Application

What’s behind the score.

Methodology

Opportunity

Highlights

Replace repetitive workflows with reusable network memory.

Replace repetitive workflows with reusable network memory.