The new State of Digital Accessibility Report 2025-2026 shows that the financial services sector is improving digital accessibility for people with disabilities.
Its efforts to provide barrier free access to the digital world to people living with disabilities has improved several business outcomes.
95% say it improves user experience, compared to an average of 91%. 94% say it improves customer satisfaction and 91% say it improves brand reputation. 92% say it improves revenue and 93% believe it is a competitive advantage.
Despite financial services performing better than the average in these areas, the research also found that a “maturity gap” still exists.
93% of respondents say their organisations have a digital accessibility policy, accountable party, and dedicated budget — three core elements of a mature accessibility program.
The survey found that most organisations (77%) now have three core elements of a mature accessibility programme in place - namely a digital accessibility policy, a person or team accountable for accessibility within the organisation and a dedicated budget. More than two thirds (68%) also plan to increase or at least maintain their level of spending on digital accessibility over the next year.
78% also say they plan to maintain or increase their budget for digital accessibility in the year ahead.
The deployment of AI solutions in digital accessibility has accelerated, with more than eight in ten (82%) respondents saying their organisation is now incorporating AI tools into their accessibility strategy.
However, the study also revealed that certain gaps in accessibility maturity still exist - with many organisations failing to address accessibility early enough in the development life cycle to maximise its full impact. When developing digital assets, just 28% of respondents said their organisation addresses accessibility at the planning stage, and just 27% in the design phase.
Tresilian Segal, chief marketing officer at Level Access, said: “While the European Accessibility Act (EAA) has created a focus on the regulations in recent years, it’s clear that businesses see accessibility as much more than a compliance box-ticking exercise. There is a recognition that accessibility, when treated as a strategic priority, has the potential to drive innovation, enhance brand perception and deliver tangible financial returns.”
Corbb O’Connor, director of accessibility advocacy at Level Access, added: "Executives are committed to accessibility, at a strategic level, yet many teams remain stuck solving technical issues downstream. They still lack the time, tools and guidance to innovate with disabled users in mind. Accessibility must be prioritised at the start of the digital development life cycle - not just to reduce risk, but to unlock inclusive innovation and ensure organisations can deliver on their promises.”
