KYC Is Where the
Client Experience Begins

KYC is often one of a
trader’s first operational interactions with a broker. Effective verification
requires a balance between efficient onboarding and the controls needed for
identity verification, AML requirements and financial-crime prevention.

ePlanet Brokers
reported that 88% of KYC applications were successfully approved during H1
2026, compared with 71% in H2 2025. Its automated identity verification
process took less than 30 seconds on average.

The report also
explains where friction occurred. Duplicate accounts, document image or
authenticity issues, and incomplete, damaged or non-compliant identity
documents were among the main reasons verification could not be completed on
first submission.

For traders, this
illustrates why KYC should be assessed through both efficiency and control
rather than speed alone.

Deposit Reliability
Matters Before Trading Begins

Deposits introduce
another layer of operational complexity. A transaction may involve the broker,
banks, payment providers or blockchain networks, meaning unsuccessful payments
are not always caused by a single system.

ePlanet Brokers
reported a 99% deposit success rate in H1 2026, compared with
approximately 95% in H2 2025. Average deposit processing time was approximately
one minute, although timing varies by payment method.

For unsuccessful
transactions, the report identifies incorrect wallet information and blockchain
networks among crypto-related causes, while incorrect or mismatched information
and banking-system returns can affect bank deposits.

Publishing these
details provides more context than simply describing deposits as fast or
reliable.

Withdrawals Test
Another Side of the Client Experience

Withdrawal performance
can have a particularly strong effect on client confidence. Success rates,
processing times and automation therefore provide useful operational
indicators.

During H1 2026,
ePlanet Brokers reported withdrawal success above 95%, compared with
approximately 90% in H2 2025. Average internal withdrawal processing declined
from under 20 minutes to approximately eight minutes, while automated
withdrawals increased from approximately 10% or lower to more than 40%.

The eight-minute
figure specifically measures internal processing by ePlanet Brokers. Banks,
payment providers, interbank settlement systems and blockchain confirmations
may still add time before funds reach the client’s final destination.

More information about
ePlanet Brokers’ withdrawal performance and processes is available here.

Negative Withdrawal
Experiences Also Matter

Assessing customer
experience should not stop with successful transactions. Understanding why
delays or rejected requests occur can be equally important.

The ePlanet Brokers
report identifies interbank settlement delays, bank-specific transaction
restrictions and additional review requirements as the main factors behind
withdrawal delays. Additional reviews represented less than 10% of total
withdrawal requests and may involve account, payment, security or compliance
requirements.

Rejected requests may
also result from applicable holding-period and trading-activity requirements,
mismatches between withdrawal methods and original funding sources, or
confirmed trading violations under applicable Terms and Conditions.

Not every source of
friction can be eliminated, particularly where security or compliance
obligations are involved. The more relevant question is how effectively those
cases are handled and communicated.

For the end of 2026,
ePlanet Brokers is targeting average internal withdrawal processing below five
minutes, a 50% automated withdrawal rate and approximately 40% of
eligible withdrawals processed instantly.

Execution Is Where
Infrastructure Meets the Trader

Execution performance
sits at the core of the trading experience. Instead of relying only on claims
about “fast execution,” traders can consider measurable indicators such as
execution success, average execution speed and system availability.

ePlanet Brokers
reported 99.9% order execution success in H1 2026, compared with
approximately 98% in H2 2025. Average execution speed improved from
approximately 150 milliseconds to 110 milliseconds, an improvement of
around 26.7%.

Execution speed is
defined as the time between an eligible order reaching the trading server and
its execution. It is an historical average, not a guarantee for every order.
Volatility, liquidity, price movements, trading-session conditions and
technical factors can affect individual execution.

System reliability
provides additional context. ePlanet Brokers reported trading-platform uptime
above 99.997% on a 2026 year-to-date basis, Client Portal uptime above
99.982%, and payment-system availability of 100% over the reported YTD period.

Support and
Complaints Complete the Picture

Even efficient systems
cannot eliminate every question or problem. Customer support becomes
particularly important when the normal client journey is interrupted.

ePlanet Brokers
reported an average first-response time of 181 seconds during H1 2026,
compared with 248 seconds in H2 2025, an improvement of approximately 27%.
Average resolution time declined from 80 minutes to 67 minutes, while
support remained available 24/7.

Complaints provide
another operational indicator. Formal complaints represented 0.2% of active
clients, compared with 0.3% in H2 2025, while the formal complaint
resolution rate was above 99%.

These figures also
require context. A resolved complaint does not necessarily mean the client
received their preferred outcome. The metric indicates that the complaint was
processed through the company’s formal complaint-handling framework.

Regulation and
Operational Performance Answer Different Questions

Operational efficiency
should not replace regulatory and compliance due diligence. KYC requirements,
payment checks and account reviews may sometimes introduce friction precisely
because financial firms operate within compliance and security frameworks.

ePlanet Brokers
operates through entities in Vanuatu and the Comoros Union. In Vanuatu,
Nebula Ventures Ltd operates under the regulatory framework of the Vanuatu
Financial Services Commission (VFSC), while ePlanet Brokers LTD is
incorporated and registered in the Comoros Union.

Further regulatory
information is available here.

Regulation and
operational performance should therefore be considered together but not treated
as substitutes for one another.

Better Broker
Experiences Are Built Through Better Operations

Advertising can
attract traders to a broker, but it cannot determine what happens after they
arrive. The actual experience is created through verification, deposits,
withdrawals, execution, system reliability, support and the way exceptions are
handled.

The ePlanet Brokers H1
2026 data provides one example of how those areas can be made measurable,
including 88% KYC approval, 99% deposit success, withdrawal success above
95%, 99.9% order execution success and measurable improvements in support
response times.

No individual metric
guarantees that every client will have the same experience, and historical
performance cannot guarantee future outcomes. But publishing comparable
operational data gives traders something broader marketing claims cannot
provide: a measurable basis for understanding how important parts of the client
journey actually perform.

As customer experience
becomes a stronger competitive factor in financial services, brokers have an
opportunity to differentiate themselves not simply through greater promotional
visibility, but through better systems, better service, less unnecessary
friction and clearer communication when friction cannot be avoided.

Ultimately, what a
broker delivers after a client opens an account may matter more than what it
promises before the relationship begins.