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Payment trends 2010/2011. Usage patterns for banking channels in Norway . January 2011. USE OF INTERNET BANKING OVER THE COURSE OF THE DAY. ANALYSIS OF INTERNET BANKING USERS BY AGE AND GENDER. INTERNET BANKING BY GENDER. NUMBER OF INTERNET BANKING AGREEMENTS.
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Payment trends 2010/2011 Usage patterns for banking channels in Norway January 2011
Survey carried out by Synovate Norway (formally MMI Markeds- og Mediainstituttet) • Countrywide representative (15 years +) omnibus telephone survey carried out 18/1 -23/1 • 1,001 interviews Representative countrywide survey on use of banking and payment methods
Summary of the main results • Norwegian consumers and the Norwegian banking industry have for many years been at the absolute forefront in adopting new technology and new channels, covering everything from minibank card services through to the use of mobile phone banking solutions. • For some considerable time, internet banking has been the preferred channel in Norway for carrying out routine banking services such as paying bills and transferring money, but most people still find it important to have a face-to-face meeting with an adviser at their bank when making major financial decisions such as arranging loans and for investment planning and advice. • Demand for using a printed giro form to pay bills comes principally from customers over 60 years old, while 95% of bank customers in the 25-39 age group use internet banking on their PC to pay bills and transfer money. • The areas where there are large variations in customers' preferences, and where we expect to see some changes, are applying for loans and buying investment products. Customers who are very accustomed to using internet banking are prepared to apply for loans and invest in mutual funds over the internet. The customer groups who show a greater preference to use the internet for this type of contact/purpose are highly educated, males, in the age group 25-59. • The same demographic factors also identify the customers who are more likely to have access to two or more internet banking accounts from their PC. In other words, customers who use multiple internet banking accounts are typically men in the age group 25-59 with high educational qualifications and high income levels. • There is also a clear link between customers' preferences and use of internet banking and their perception that the banking sector's self-service arrangements have made it easier to be a banking customer. • "From other surveys carried out by Synovate, we can see that there is a steady increase in the proportion of customers that prefer to use self-service solutions, and this trend reflects the statistics that EDB presents. In situations where customers seek out personal contact, we find that the complexity of the matter they want to discuss is typically the key factor in their choice of personal contact rather than the availability or structure of self-service solutions. Applying for a loan or buying and selling investment products are typical examples of situations in which the customer's lack of technical knowledge encourages him or her to seek guidance from a competent advisor rather than proceed to make all the choices through a self-service channel. However, new technology is making it possible to create scope for personal advice as an integrated part of self-service solutions, for example by offering a video conversation or other form of communication that gives the user the confidence that he or she is speaking to the right type of adviser”.
Face-to-face meetings are still the most important channel for personal financial advice
Internet banking is the preferred channel for paying bills/making transfers
65% prefer a face-to-face meeting to discuss applying for a loan
42% believe that a face-to-face meeting at the bank is necessary when investing in mutual funds/securities
68% agree that self-service solutions have made it easier to be a bank customer
