Crypto Exchange Onboarding & Support Study
How Users Perceive and Evaluate Exchange Onboarding, Verification, and Support Experiences
March 7 – March 19, 2026
Study Topic and Objective
Crypto Exchange Onboarding Support Study examined how users perceive and evaluate the onboarding, verification, security, and customer support experiences on centralized cryptocurrency exchanges. The study sought to identify where user beliefs about exchange design (what they predict others will prefer) diverge from personal preference — revealing which design decisions, trust signals, support models, and communication approaches are genuinely valued versus merely assumed to be popular.
Who Participated
Age Breakdown
Exchange Experience
Weekly Spending
Primary Use of Exchanges
Exchange Issues Experience
What Was Asked
100 polls across 7 question format types.
Where Participants Were From
Top 7 countries + remaining participants. Strong Global South representation — not representative of US-domestic exchange audiences.
What is FOLIO?
FOLIO is a gamified market research platform. We run short daily polls on brand messaging + product experiences where members from our globally diverse panel first predict what they think the majority will choose (perceived consensus), then share their own answer (personal preference). That gap between these two signals can surface insights that standard surveys often miss, such as if a design decision is personally preferred but perceived as unpopular, or seen as favorable by others but not personally wanted.