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The Mobile Consumer Banking Results

The Mobile Consumer Banking Results. August, 2013. Overview. Mobile is an ever-increasing phenomenon as a communication and transaction channel for consumers across the world. Research Methodology

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The Mobile Consumer Banking Results

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  1. The Mobile ConsumerBanking Results August, 2013

  2. Overview • Mobile is an ever-increasing phenomenon as a communication and transaction channel for consumers across the world. • Research Methodology • In order to understand current engagement with mobile and the future potential for mobile transactions globally, SAP conducted a survey among 12,424 adults aged 18+ who own a basic mobile phone or smartphone. Interviews were conducted online across 17 countries worldwide in March/April 2013. • The Overall Findings • Demand for mobile communications and interactions with organisations varies across the globe, with some markets showing more enthusiasm than others for mobile advancements. The vast majority accept that the future of payments is mobile. • The Opportunities • There are opportunities for financial institutions to take advantage of this sentiment. Convenience is the key benefit of mobile, with security and ease-of-use the main challenges to take-up. This must be balanced along with economic and infrastructural limitations. The future appears optimistic for banks that can meet consumer demand and expectation in mobile developments.

  3. Frequency of Mobile Phone Activities 79% • Make/receive calls daily Never 1% 62% • Send/receive SMS daily Never 5% 50% Mobile Internet use daily Never 26% Send/receive emailsdaily Never 28% 45% 10% • Banking transactions daily Never 52% • Buy goods/services daily Never 51% 5% • Question 1: • Approximately how often do you do each of the following on your own mobile phone, if at all?

  4. There is an Appetite for Mobile Interactions Not used mobile to buy goods and content 17% Used mobile to buy goods and are contented 1% Used mobile to buy goods and want to do it more 29% Not used mobile to buy goods but want to 53% Net: Want to buy goods/more on mobile: 82%

  5. Mobile Use: A Global View Ownership • Smartphone72% • Basic Mobile Phone43% Use of mobile phone: • Buy goods and services 49% • Use mobile Internet 74% • Devices used to buy goods and services in past 12 months • Laptop 56% • Desktop 52% • Smartphone34% • Mobile phone 18% • Tablet 17% Mobile appetite (Top 5) • No.1 Checking the status of an order 42% • No.2 Paying a bill 42% • No.3 Researching products, prices or tariffs 41% • No.4 Checking usage data for mobile phone account 39% • No.5 Buying goods 37%

  6. Main Benefits of Communicating and Transacting with Service Providers through a Mobile Phone • Question 18: • Which of the following, if any, do you think are the main benefits of communicating and transacting with service providers through a mobile phone?

  7. Main Challenges of Communicating and Transacting with Service Providers through a Mobile Phone • Question 19: • Which of the following do you think are the main challenges, if any, of communicating and transacting with service providers through a mobile phone?

  8. Banking Sophistication: A Global View • Number of accounts owned* • Unbanked2% • Under-banked 21% • Banked: 36% • Super-banked: 31% • Don’t know: 10% • Have ever done on mobile • Banking transactions and account management 48% • Communicated with financial institution • Via a mobile phone 25% *Level of banking: Unbanked (0 accounts), Under-banked (1-2 accounts), Banked (3-5 accounts), Super-banked (6+ accounts)

  9. Banking Sophistication: A Global View • Activities conducted via mobile • Pay a bill 55% • Making a bank transfer 52% • Set up a new account 48% • Would like to do / do more via mobile • Paying a bill 42% • Making a bank transfer 36% • Paying money to a friend or family member 28% • Setting up a new account 18%

  10. Demand for Mobile Empowerment

  11. Mobile Maturity Curve Developing Mobile Markets Mature, Saturated Mobile Markets • Emerging • Mobile Markets Question 2: Compared to 12 months ago, I use my mobile phone for more activities other than making calls and texting/sending [% agree]

  12. Device Sophistication Affects Behavior Smartphone owners Basic phone owners Question 2: I rely on my mobile phone to help manage my lifestyle [% Agree]

  13. Device Sophistication Affects Personal Productivity Smartphone owners Basic phone owners Question 2: Having my mobile lost or stolen would really affect my personal productivity [% Agree] ]

  14. Mobile Phone Purchase Categories Tickets Bills Retail • Question 6: • Thinking back to when you made a purchase through your mobile phone, which of the following categories of products or services did you buy? Base: Those who have bought via mobile (n=3966)

  15. Drivers of Mobile Purchase Category Tickets Those who have purchased tickets by mobile: • Would pay more by mobile if incentivised by brands/services • Would like to sign up for service/promotion via mobile Bills Those who have paid bills by mobile: • Would pay more via mobile if easy interface/incentivisedby brands and services • Would like to research products via mobile Retail Those who have bought goods by mobile: • Would pay more by mobile if receive regular order updates/if accepted by more retailers/if incentivised by brands and services/greater choice of payment methods • Would like to sign up for service/promotion via mobile More sophisticated purchases need more complex levers Question 6: Thinking back to when you made a purchase through your smartphone device, which of the following categories of products or services did you buy?

  16. The Opportunity is to Make Transactions Easier More demand Paying a bill Checking the status of an order Researching products, prices or tariffs Checking usage data for my mobile phone account Buying goods Making a bank transfer Communicating with a customer service department Checking usage or submitting usage data for utilities Responding to a promotion or making use of an offer Would like to do more of via mobile Paying money to a friend or family member Changing contact details or personal information Entering a competition Signing up to a service or promotion Setting up a new account Less demand Easy Hard Ease of doing on mobile phone

  17. Expectations of a Mobile Wallet • Question 21: • If you were able to use your mobile phone as a 'mobile wallet', which of the following do you think it would enable you to do?

  18. Thank you Contact information: F name MI. L name Title Address Phone number

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