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市場調查報告書

行動銀行、非接觸式付款、以及行動商務的消費者態度考察:英國、美國 (2019年1月)

Commerce Survey - Consumer Attitudes to Mobile Banking, Contactless Payments & mCommerce Survey: UK/US January 2019

出版商 Juniper Research Ltd 商品編碼 780588
出版日期 內容資訊 英文
商品交期: 最快1-2個工作天內
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行動銀行、非接觸式付款、以及行動商務的消費者態度考察:英國、美國 (2019年1月) Commerce Survey - Consumer Attitudes to Mobile Banking, Contactless Payments & mCommerce Survey: UK/US January 2019
出版日期: 2019年01月29日內容資訊: 英文
簡介

本報告以18歲以上的英美消費者為對象,針對行動商務、非接觸式付款、以及行動銀行的使用態度進行調查分析。

美國

  • PowerPoint內容
  • 介紹 & 調查方法
  • 要點:非接觸式付款
  • 要點:行動銀行 & 電子商務
  • 非接觸式付款:消費者的使用 & 態度
  • 行動商務:消費者的使用 & 態度
  • 行動銀行:消費者的使用 & 態度

調查項目

非接觸式付款

  • 有在使用非接觸或「感應付款」嗎?
  • 下列非接觸式付款方法的使用頻率為何?
  • 請為下列使用的非接觸式付款服務供應商評分
  • 使用非接觸式付款時最常使用的付款服務或卡片為何?
  • 使用非接觸式付款的主要理由為何?
  • 使用非接觸式付款時遇到哪些問題?
  • 下列哪些安全措施是您可能使用在非接觸式付款上的?
  • 非接觸式付款的使用上有哪些疑慮?
  • 若下列技術透過非接觸技術提供,採用的機率有多高?
  • 未來使用下列非接觸式付款手段的可能性?
  • 不愉快的非接觸式付款體驗會讓您採取下列任何舉動嗎?

行動商務

  • 使用智慧型手機進行網路購物嗎?
  • 網路購物時會使用幾個應用程式?
  • 網路購物之記得付款方法為何?
  • 哪種付款服務或卡片是您最常在網路購物流程中使用的?
  • 網路購物給購物習慣帶來怎樣的影響?
  • 在網路購物時採取下列安全措施的可能性?

行動銀行

  • 請問有在使用行動銀行服務嗎?
  • 使用哪家銀行的行動服物呢?
  • 您使用的行動銀行方法為何?
  • 您透過各行動銀行方法所進行的活動?
  • 智慧型手機銀行應用程式
  • SMS銀行
  • 智慧型手機銀行瀏覽器
  • 智慧手錶銀行應用程式

英國

  • PowerPoint內容
  • 介紹 & 調查方法
  • 要點:行動商務
  • 要點:非接觸式付款
  • 要點:行動銀行
  • 行動商務:消費者的使用 & 態度 & 未來展望
  • 非接觸式付款:消費者的使用 & 態度 & 未來展望
  • 行動商務:消費者的使用 & 態度
  • 行動銀行:消費者的使用 & 態度 & 未來展望

非接觸式付款

行動商務

行動銀行

目錄

Overview

Juniper surveyed a stratified random sample of UK and US consumers aged 18 and over in December 2018 on their use of, and attitudes towards mCommerce, contactless payments and mobile banking.

The respondents were part of an online panel and incentivised for their participation in the research.

The research suite includes:

  • 1. Survey Report Summary - Slide deck summarising key takeaways and observations, allied to a series of expert analyst opinions for players across the value chain (PPT).
  • 2. Survey Excel - Sector and market prospects allied to expert analysis comprising over 8,000 datapoints (Excel).

Key Features

  • Separate insights and analysis for mCommerce, contactless payments, and mobile banking
  • Insights for the UK and US markets, split by key demographics
  • Snapshot of payment landscapes across multiple online channels
  • Key takeaways on consumer attitudes and what they mean for the market
  • Consumer brand rankings, service awareness, usage frequency and future opportunities
  • Barriers to entry and consumer action analysis
  • Expert commentary and backup analysis from Juniper analysts

Table of Contents

US January 2019:

PowerPoint Contents

Introduction & Methodology

Key Takeaways - Contactless Payments

Key Takeaways - Mobile Banking & eCommerce

Contactless Payments: Consumer Usage & Attitudes

mCommerce: Consumer Usage & Attitudes

Mobile Banking: Consumer Usage & Attitudes

Survey Questions:

Contactless Payments

Do you make contactless or ‘tap and pay' payments?

How often do you use the following contactless payment methods?

  • Overall user base
  • Average Frequencies
  • Apple Pay
  • Samsung Pay
  • Google Pay
  • Contactless Credit & Debit Cards

Please rate the following contactless payment service provider that you use

  • Average Ratings
  • Apple Pay Rating
  • Samsung Pay Rating
  • Google Pay Rating
  • Contactless Cards Rating

What payment service or card do you use most often to make contactless payments?

  • Visa
  • Mastercard
  • American Express
  • Direct payment through bank transfer
  • Diner's Club/Discover
  • Other

What are the main reasons you use contactless payments?

  • Convenience
  • Speed of service
  • Availability of service
  • Security of service
  • Loyalty scheme benefits
  • Other reason(s) (please specify)

What problems have you had in using contactless payments?

  • Transaction speed is too slow
  • App is difficult to use
  • Transactions wouldn't complete
  • My phone isn't compatible
  • My bank doesn't offer contactless mobile services
  • My bank doesn't offer contactless card services
  • Contactless services aren't available at retailers I use
  • It's unclear how to use contactless
  • The contactless transaction limit is too low
  • I've been a victim of contactless fraud
  • Other problems
  • I've had no problems using contactless payments

How likely are you to use the following security methods for contactless payments?

  • Average Scores
  • Passwords/PINs
  • Text message codes
  • Fingerprint scanning
  • Facial recognition
  • Eye scanning (iris, eyeprint)
  • Voice recognition
  • ECG recognition

What concerns do you have about using contactless payments?

  • My data may be stolen
  • I have no concerns about contactless payment
  • I don't think transactions are secure
  • My device may be stolen
  • My card may be stolen
  • I don't think my card details are secure
  • Transactions wouldn't complete
  • I don't think my biometric details are secure
  • The transaction speed is too slow
  • Other concerns

How likely are you use the following technologies if they are offered through contactless technologies?

  • Average Scores
  • ATMs/Cash machines
  • Coupons
  • Charity boxes/donations
  • Loyalty Cards
  • Food and drink vending
  • Information services

How likely are you to use the following contactless payments methods in future?

  • Average scores
  • Apple Pay
  • Samsung Pay
  • Google Pay
  • Contactless Credit/Debit Card

Would a poor contactless payments experience make you consider any of the following actions?

  • Would complain on social media
  • Would complain to the contactless service provider
  • Would consider changing contactless service provider
  • Would consider changing my payment device
  • Would stop using the service
  • Would do none of the above

mCommerce

Do you shop online using your smartphone?

  • Which apps do you use?
  • Number of apps used

How many apps do you use when shopping online through an app?

How do you pay when shopping online?

  • PayPal
  • Card details stored in the app
  • Apple Pay
  • Google Pay
  • Samsung Pay
  • Other mobile wallet providers
  • Don't know

What payment service or card do you use most often to process online purchases?

  • Visa
  • Mastercard
  • American Express
  • Direct payment through bank transfer
  • Discover/Diners Club
  • Other

How has your use of online shopping affected your shopping habits?

  • I shop at a wider variety of physical stores
  • I have started to use the payment method I use online when I am in-store
  • I order online and pick up in-store at places I never used to shop in-store
  • My shopping habits have not changed
  • I order online and pick up in-store at places I used to shop entirely in-store
  • I have started using online coupons
  • I shop more often overall
  • I shop at a wider variety of online stores
  • I check prices online while in-store
  • I shop in-store less often

How likely to use the following security methods while shopping online?

  • Average scores
  • Passwords/PINs
  • Text message codes
  • Fingerprint scanning
  • Facial recognition
  • Eye scanning (iris, eyeprint)
  • Voice recognition
  • ECG recognition

Mobile Banking

Do you use mobile banking services?

Which banks' mobile service(s) do you use?

  • Wells Fargo
  • Bank of America
  • Chase
  • Citi
  • Goldman Sachs
  • US Bancorp
  • Capital One
  • PNC
  • HSBC USA
  • Bank Mobile
  • Chime
  • Finn by Chase
  • Simple
  • T-Mobile Money
  • N26
  • Other
  • Don't know

Which of the following mobile banking methods do you use?

  • Mobile banking app
  • SMS banking
  • Mobile banking browser
  • Smartwatch banking app
  • Other

What activities do you do through each mobile banking method?

  • Mobile banking app
  • SMS banking
  • Smartphone browser
  • Smartwatch app

Smartphone banking app

  • Check balance
  • Bill payment
  • Cheque deposit
  • Account transfer
  • Loans & mortgages
  • Open an account
  • Manage investments

SMS banking

  • Check balance
  • Bill payment
  • Cheque deposit
  • Account transfer
  • Loans & mortgages
  • Open an account
  • Manage investments

Smartphone banking browser

  • Check balance
  • Bill payment
  • Cheque deposit
  • Account transfer
  • Loans & mortgages
  • Open an account
  • Manage investments

Smartwatch banking app

  • Check balance
  • Bill payment
  • Cheque deposit
  • Account transfer
  • Loans & mortgages
  • Open an account
  • Manage investments
  • Other
  • None of the above
  • Would do none of the above

UK January 2019:

PowerPoint Contents

Introduction & Methodology

Key takeaways - mCommerce

Key takeaways - Contactless Payments

Key takeaways - Mobile Banking

mCommerce: Consumer Usage, Attitudes & Future Outlook

Contactless Payments: Consumer Usage, Attitudes & Future Outlook

Mobile Banking: Consumer Usage, Attitudes & Future Outlook

Survey Questions:

Contactless Payments

Do you make contactless or ‘tap and pay' payments?

How often do you use the following contactless payment methods?

  • Overall user base
  • Average Frequencies
  • Apple Pay
  • Samsung Pay
  • Google Pay
  • Contactless Credit & Debit Cards

Please rate the following contactless payment service provider that you use

  • Average Ratings
  • Apple Pay Rating
  • Samsung Pay Rating
  • Google Pay Rating
  • Contactless Cards Rating

What payment service or card do you use most often to make contactless payments?

  • Visa
  • Mastercard
  • American Express
  • Maestro
  • Direct payment through bank transfer
  • Diner's Club/Discover
  • Other

What are the main reasons you use contactless payments?

  • Convenience
  • Speed of service
  • Availability of service
  • Security of service
  • Loyalty scheme benefits
  • Other reason(s) (please specify)

What problems have you had in using contactless payments?

  • The contactless transaction limit is too low
  • Contactless services aren't available at retailers I use
  • Transactions wouldn't complete
  • The transaction speed is too slow
  • The app is difficult to use
  • I've been a victim of contactless fraud
  • My bank doesn't offer contactless card services
  • It's unclear how to use contactless
  • My phone isn't compatible
  • My bank doesn't offer contactless mobile services
  • Other problem(s) - please specify
  • I've had no problems using contactless payments

How likely are you to use the following security methods for contactless payments?

  • Average Scores
  • Passwords/PINs
  • Text message codes
  • Fingerprint scanning
  • Facial recognition
  • Eye scanning (iris, eyeprint)
  • Voice recognition
  • ECG recognition

What concerns do you have about using contactless payments?

  • My card may be stolen
  • My data may be stolen
  • My device may be stolen
  • The transaction speed is too slow
  • Transactions wouldn't complete
  • I don't think transactions are secure
  • I don't think my card details are secure
  • I don't think my biometric details (fingerprints, iris record etc) are secure
  • Other concern(s) - please specify
  • I have no concerns about contactless payments

How likely are you use the following technologies if they are offered through contactless technologies?

  • Average Scores
  • ATMs/Cash machines
  • Coupons
  • Charity boxes/donations
  • Loyalty Cards
  • Food and drink vending
  • Information services

How likely are you to use the following contactless payments methods in future?

  • Average scores
  • Apple Pay
  • Samsung Pay
  • Google Pay
  • Contactless Credit/Debit Card

Would a poor contactless payments experience make you consider any of the following actions?

  • Would complain on social media
  • Would complain to the contactless service provider
  • Would consider changing contactless service provider
  • Would consider changing my payment device
  • Would stop using the service
  • Would do none of the above

mCommerce

Do you shop online using your smartphone?

How many apps do you use when shopping online through an app?

How do you pay when shopping online?

  • PayPal
  • Stored card details
  • Apple Pay
  • Google Pay
  • Samsung Pay
  • Other mobile wallet providers
  • Don't know

What payment service or card do you use most often to process online purchases?

  • Visa
  • Mastercard
  • American Express
  • Maestro
  • Discover/Diners Club
  • Direct payment through bank transfer
  • Other

How has your use of online shopping affected your shopping habits?

  • I shop more often overall
  • I shop at a wider variety of online stores
  • I shop at a wider variety of physical stores
  • I shop in-store less often
  • I have started to use the payment method I use online when I am in-store
  • I check prices online while in-store
  • I order online and pick up in-store at places I used to shop entirely in-store
  • I order online and pick up in-store at places I never used to shop in-store
  • I have started using online coupons
  • My shopping habits have not changed

How likely are you to use the following security methods while shopping online?

  • Average scores
  • Passwords/PINs
  • Text message codes
  • Fingerprint scanning
  • Facial recognition
  • Eye scanning (iris, eyeprint)
  • Voice recognition
  • ECG recognition

Mobile Banking

Do you use mobile banking services?

Which banks' mobile service(s) do you use?

  • Lloyds Bank
  • Barclays Bank
  • Santander
  • NatWest
  • Nationwide
  • HSBC
  • Metro Bank
  • Don't Know
  • Other

Which of the following mobile banking methods do you use?

  • Mobile banking app
  • SMS banking
  • Mobile banking browser
  • Smartwatch banking app
  • Other

What activities do you do through each mobile banking method?

  • Mobile banking app
  • SMS banking
  • Smartphone browser
  • Smartwatch app

Who do you think has the best mobile banking product?

  • Lloyds Bank
  • Barclays Bank
  • NatWest
  • Nationwide
  • Metro Bank
  • Santander
  • HSBC
  • Atom Bank
  • Monzo
  • N26
  • Revolut
  • Starling Bank
  • Don't Know
  • Other

What problems have you had in using mobile banking?

  • Transactions are too slow
  • I couldn't find the services I needed
  • Had problems authenticating
  • The app is hard to use
  • Transactions won't complete
  • My device is incompatible
  • Some services are unavailable through mobile banking
  • I have been a victim of mobile banking fraud
  • I have no problems with mobile banking
  • Other

What concerns do you have about using mobile banking?

  • My data may get stolen
  • I don't think my details are securely stored
  • I don't think transactions are secure
  • Payments may be rejected
  • Transactions are too slow
  • Other concern(s) - please specify
  • I have no concerns about mobile banking

How likely are you to switch to any of the following banks in the next 6 months?

  • Average Scores
  • Atom Bank
  • Loot
  • Monese
  • Monzo
  • N26
  • Revolut
  • Starling Bank
  • Tandem
  • Zopa

Why are you looking to change banks?

  • I get sign-up benefits
  • Their services are more convenient
  • They have better rates
  • Their services integrate with my other devices
  • They seem a more modern choice
  • I prefer their app
  • They seem a more ethical choice
  • Other
  • None of the above

Would a poor mobile banking experience make you consider any of the following actions?

  • Would complain to the bank
  • Would consider changing banks
  • Would stop using mobile banking
  • Would consider changing my mobile device
  • Would complain on social media
  • Would do none of the above
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