Mobile Banking and Payment Trends What You Need to Know

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1 Mobile Banking and Payment Trends What You Need to Know May

2 Research Objectives and Methodology Study objective Determine the impact of mobile devices on behaviors related to financial transactions Accessing accounts Paying bills Depositing checks Making purchases Methodology 60-question online survey of 4,000 adults who own mobile phones Split evenly by gender Conducted in February 2011 Sample provided by Survey Sample International 2

3 Profile of the Survey Respondent Pool Generation Annual Household Income $125K + Mature Gen Y* $90K to $125K Under $30K Baby Boomer $60K to $90K Gen X $30K to $60K Mean = 45 years Mean = $54,286 Source: FIS Enterprise Strategy, February

4 Convergence Driving Penetration of Mobile Financial Services Younger generations dominate Device improvements and additions facilitating mobile banking App proliferation allowing more consumers to access mobile banking Large banks are leading the way Satisfaction with mobile is increasing Mobile remote deposit and mobile payments will follow a similar adoption path Devices Consumers Apps 4

5 Gen Y Is Connected with Mobile Internet Devices 43%* Type of Mobile Phone Owned (base = total sample) 31% 14% 9% 32% 26% Access Internet on Mobile Phone Frequently 64%* (base = total sample) 47% 36% 37% 54% 66% 22% 13% 21% 31% Gen Y Gen X Baby Boomer Mature A smartphone A conventional mobile phone equipped for Internet access A conventional mobile phone unequipped for Internet access Gen Y Gen X Baby Boomer Mature *Read as: 43% of Gen Y own smartphones *Read as: 64% of Gen Y access the Internet on their mobile phones frequently Source: FIS Enterprise Strategy, February

6 50% of smartphone Owners Use Mobile Banking; They Comprise 76% of Current Mobile Adopters Penetration of Active Mobile Banking Mobile Phone Types among Mobile Banking Users (base = mobile banking users with Internet connection) 50%* Conventional mobile phone with Internet access 24% 13% Smartphone 76%* Smartphone Conventional mobile phone with Internet access *Read as: 50% of smartphone owners use mobile banking *Read as: 76% of mobile banking users use smartphones to access mobile banking Source: FIS Enterprise Strategy, February

7 Mobile Banking Adoption Is Fueled by Gen Y and Gen X; 38% of Gen Y Uses Mobile Banking 38%* How Accessed Financial Services Online during Past 30 Days (base = respondents who bank online) 22% In the overall sample, 12% of mobile phone owners reported use of mobile banking. 5% 3% 5% 3% 3% 2% 1% 0% 0% 0% Mobile phone Tablet Internet gaming system Gen Y Gen X Baby Boomer Mature *Read as: 38% of Gen Y accessed online banking via their mobile phone during the past 30 days Source: FIS Enterprise Strategy, February

8 More than Half of Mobile Banking Users Are Gen Y; Gen X Utilization Also Strong Mobile phone owners, smartphone owners and mobile banking users by generation 13% 9% 10% 2% Mature 14% Baby Boomer 34% 31% 32% Gen X Gen Y 27% 43% 56%* 26% Mobile Phone Owners Smartphone Owners Mobile Banking Users *Read as: 56% of mobile banking users are in Gen Y Source: FIS Enterprise Strategy, February

9 In Most Cases, Significantly Fewer Financial Activities Conducted via Mobile Phone Than by Computer Financial Activities in the Last 30 Days Done by Mobile Phone and by Computer (base = respondents who bank online through device) Checked balances in checking / deposit account Looked at checking / deposit transaction activity or monthly statements 57% 88%* 91% 84% Transferred funds between accounts at my bank Accessed credit card or loan account information online Checked loan / bill payment due dates 34% 22% 28% 29% 38% 49% Transferred money from my account to another person or organization Accessed / made transaction in investment accounts online 16% 14% 26% 41% Mobile phone Computer / laptop / netbook *Read as: 88% of consumers banking online through their mobile phones checked their balances in their checking/deposit accoun t with their mobile phone in the last 30 days Source: FIS Enterprise Strategy, February

10 Satisfaction with Mobile Banking Has Risen Significantly Satisfaction with Accessing Bank Account with Mobile Phone (Top 4 box on 11-point scale) Satisfaction According to Primary Type of Mobile Banking Used (Top 4 box on 11-point scale) 76% 79%* 88% 85% 78% 60%* 70% 57% Mobile banking app Text message Mobile Internet browser *Read as: 60% of mobile banking users in 2010 were satisfied with the experience *Read as: 79% of mobile banking users who used mobile banking apps to connect with their FIs in 2010 were satisfied with the experience Source: FIS Enterprise Strategy, March 2010 and February

11 App Proliferation Supports Mobile Banking Penetration of Banking Apps among Those Who Have Downloaded Apps (base = mobile phone owners who downloaded any apps) Games Social Networking (e.g., Facebook, Twitter) Entertainment / Music / Media & Video / Comics News & Weather Navigation Communication (e.g., Gmail) Banking Sports Photography Shopping Books & Reference PayPal / other person-to-person payment app Personalization / Live Wallpaper Health / Fitness / Medical Lifestyle Travel Business & Finance Education 28% 27% 23% 21% 20% 20% 20% 16% 15% 14% 14% 44% 41% 37% 57% 55% 49% 70%* *Read as: 70% of mobile phone owners who have downloaded apps have downloaded games Source: FIS Enterprise Strategy, February

12 Banking Apps Are Relatively Popular among Those Who Have Downloaded Apps, Even among Older Generations Penetration of Banking Apps among Those Who Have Downloaded Apps (base = mobile phone owners who downloaded any apps) 44%* 34% 26% 26% Gen Y Gen X Baby Boomer Mature *Read as: 44% of those in Gen Y who have downloaded apps have downloaded banking apps Source: FIS Enterprise Strategy, February

13 The Top-10 Banks Have Higher Awareness and Are Capturing Significantly More Than Their Fair Share Where Mobile Banking Users Have Primary Checking Accounts 10% 8% 19% 20% 17% 10% 12% Other FIs Credit Unions Community and Small Regional Banks Banks 11 to 50 Top 10 Banks Awareness of Whether Their FI Offers Mobile 4% 5% 2% 18% 24% 24% 15% 13% 30% 28% 13% 13% 15% 37% 52% of mobile banking users vs. 37% of the sample 52%* 50%* 29% 31% Mobile Phone Owners Mobile Banking Users Yes No Don't know *Read as: The Top 10 banks capture 52% of mobile banking users *Read as: 50% of mobile phone owners who are aware their FI offers mobile banking have their checking account with a top 10 bank Source: FIS Enterprise Strategy, February

14 Satisfaction with Mobile Banking Is Higher Among Other FIs and Top 10 Banks 82% Satisfaction with Mobile Banking According to Type of Financial Institution (Top 4 box on 11-point scale) 66% 80% 77% 87% Avg. = 76% Top 10 Bank Banks 11 to 50 Community and Small Regional Banks Credit Unions Other FIs *Read as: 82% of mobile banking who had their primary checking at one of the top 10 banks were satisfied with the experience Source: FIS Enterprise Strategy, February

15 Customer Characteristics Mobile Deposit Capture Mobile NFC Payments The Path to Adoption

16 Mobile Banking Users Are Connecting to the Internet through a Variety of Devices How Mobile Banking Users vs. Non-users Connect to Internet (Base = total sample) 100% 96% 99% 42% 23%* 15% 13% 3% Mobile phone Computer / laptop / netbook Tablet Internet gaming system Mobile Banking Users Non-users *Read as: 23% of non-users of mobile banking connect to the Internet through their mobile phones Source: FIS Enterprise Strategy, February

17 Mobile Banking Users Are More Likely to Connect to Banks via Computer Alternatives How Mobile Banking Users vs. Non-users Access Financial Services Online (base = total sample) 99% 90%* How Mobile Banking Users vs. Non-users Pay Bills Online (base = total sample) 86%* 80% 42% 9% 5% 1% 1% 8% 7% 1% 1% Computer / laptop / netbook Tablet Internet gaming system Computer / laptop / netbook Mobile phone Tablet Internet gaming system Mobile Banking Users Non-users Mobile Banking Users Non-users *Read as: 90% of mobile banking users access financial services online through computers *Read as: 86% of mobile banking users pay bills online through computers Source: FIS Enterprise Strategy, February

18 Mobile Banking Users Trade Paper for Plastic Average Number of Transactions with Primary Checking Account in Past 30 Days Debit card purchase * Preauthorized bill pay Debit card cash back Electronically transferred funds to another FI Mobile Banking Users Non-users Wrote a paper check Direct Deposit *Read as: mobile banking users made an average of 15.3 purchases with their debit cards in the past 30 days Source: FIS Enterprise Strategy, February

19 Mobile Banking Users Are More Oriented toward Accessing Online Financial Services Outside of Conventional FIs Person-to-person payments (e.g., PayPal) 45% 60%* Personal savings (e.g., SmartyPig) 6% 17% Personal financial management (e.g., Mint.com, Geezeo, Yodlee) 3% 16% Quicken Online Online investment advice 3% 4% 11% 11% Mobile Banking User Non-user Online lending sites (LendingTree, eloan, etc.) Person-to-person lending sites (Prosper, Zopa, etc.) 2% 1% 8% 7% None of these 25% 47% *Read as: 60% of mobile banking users make P2P payments Source: FIS Enterprise Strategy, February

20 Mobile Banking Users Have Higher Asset Balances than Non-users Mobile Banking Users Balance Indices vs. Balance Indices for Non-mobile Users (within each generation) * Checking accounts Savings / MMDA / CD Brokerage or money market fund company Retirement / college savings Gen Y Gen X Baby Boomer *Read as: Indexed as 100 equals average for the segment. Gen Y mobile banking users have 28% more money in their checking accounts that mobile phone owners who have not adopted mobile banking Source: FIS Enterprise Strategy, February

21 Mobile Banking Users Typically Index Above Average for Most Credit and Loan Balances Mobile Banking Users Balance Indices vs. Balance Indices for Non-mobile Users (within each generation) * Major credit cards Store-branded credit cards Automobile loans Educational loans Home equity loans Other loans (not including mortgages) Gen Y Gen X Baby Boomer *Read as: Indexed as 100 equals average for the segment. Gen Y mobile banking users have 22% more in major credit card balances than Gen Y consumers who have not adopted mobile banking Source: FIS Enterprise Strategy, February

22 Customer Characteristics Mobile Deposit Capture Mobile NFC Payments The Path to Adoption

23 Lack of Awareness and Access Impede Remote Deposit Usage, but Usage Among Smartphone Owners Is Significant Access to Mobile Remote Deposit Application at Primary Checking Account Provider (base = all mobile phone owners) No primary checking account 5% Yes 7% Yes, but not available for my mobile phone 6% Use of Mobile Remote Deposit 59% I don t know 60%* No 22% 3% 12%* Among all mobile phone owners Among smartphone owners Among smartphone mobile bankers *Read as: 60% of smartphone users don t know if their bank has an app for remote deposit of checks *Read as: 12% of smartphone have used mobile remote deposit capture within the past 30 days Source: FIS Enterprise Strategy, February

24 Mobile Banking Users Are Interested in Remote Deposit Mobile Banking Users Interested in Remote Deposit (Top 2 box on 7-point scale) 57%* Reasons for Not Using Remote Deposit (base = have access but don t use) I don t think it is secure Do not deposit enough checks to warrant having the application Just haven t gotten around to downloading the application 26% 31%* 29% I want a printed receipt for checks I deposit 20% 13% Do not have Internet access through my mobile phone 15% Takes too long for deposits to clear 8% Mobile Banking Users Non-users My financial institution charges a fee for the service 3% *Read as: 57% of mobile banking users not currently using remote deposit are interested in remote deposit *Read as: 31% of those able to use mobile remote deposit don t use the service because they think it is not secure Source: FIS Enterprise Strategy, February

25 Customer Characteristics Mobile Deposit Capture Mobile NFC Payments The Path to Adoption

26 Mobile Banking Users Likely on the Forefront of NFC Adoption Likelihood of Using Smartphone to Pay for Goods during Next Year if Available (base = smartphone owners) 31% 26% 27% 21%* 21% 7% 11% 9% 12% 9% 9% 9% 4% 4% Extremely likely Very likely Somewhat likely Neither likely nor unlikely Mobile Banking User Somewhat unlikely Unlikely Very unlikely Non-user *Read as: 21% of mobile banking users with smartphones are interested extremely likely to use them to pay for goods in the next year if NFC is available Source: FIS Enterprise Strategy, February

27 Presence of Readers, Security Concerns and Comfort with Existing Payment Methods Are the Primary NFC Obstacles Reasons that Would Prevent Smartphone Owners from Using it to Pay for Goods (base = smartphone owners) Stores where I like to shop might not have readers Would be less secure than other payment methods Might not get points for using certain credit / debit cards I would rather use other payment methods I m more comfortable with Would still have to carry identification Would be too easy to lose track of how much I spend Would still have to carry loyalty cards I don t see the value in using it for payments I only use my phone or other mobile device for calls and / or 16% 26% 24% 12% 22% 13% 21% 10% 18% 13% 21% 10% 13% 50%* 35% 39% 37% 37% Mobile Banking Users Non-Users *Read as: 50% of mobile banking users with smartphones perceive that the lack of readers in stores where they like to shop co uld prevent them from using NFC Source: FIS Enterprise Strategy, February

28 NFC Advantages Outweigh Obstacles, Especially among Mobile Banking Users Benefits of Using Smartphones to Pay for Goods (base = smartphone owners) Would not have to carry credit / debit cards 41% 53%* Would shorten time spent checking out at the register 27% 39% Would not have to carry cash 30% 38% Would help me keep track of my purchases 20% 34% Would not have to carry checkbook 21% 19% Mobile Banking Users Would help me to better control my spending 11% 21% Non-users Would be more secure than other payment methods 7% 16% No benefits 10% 32% *Read as: 53% of mobile banking users with smartphones perceive that not having to carry credit/debit cards is a benefit of NFC Source: FIS Enterprise Strategy, February

29 Customer Characteristics Mobile Deposit Capture Mobile NFC Payments The Path to Adoption

30 Plenty of Runway Ahead Continued smartphone and tablet adoption will fuel growth Creating awareness of accessibility to the financial institution via mobile phone Persuading customers who are connected to their FIs online to try mobile banking Providing a satisfying user experience for early and late majority customers, to encourage move from trial to adoption 30

31 Mobile Subscribers (M) Smartphone and Tablet Growth Will Continue to Fuel Mobile Banking Adoption U.S. Smartphone Penetration Projection (All subscribers) Projected U.S. Tablet PC Sales and Users (All numbers in millions of U.S. adults) % 17% 21% 22% 24% 27% 29% 32% 35% 38% 41% 45% 49% 60% 50% 40% 30% 20% 10% Percentage of Mobile Subscribers (%) Q Q Q Q % Smartphone Subscribers U.S. Smartphone Penetration Total Tablet PC Users (US) Tablet PC Sales (US) Source: The Nielsen Company Q2 Mobile Media Marketplace, 2010 Source: Forrester Research ereader Forecast, (US), January

32 Lack of Awareness Impedes Mobile Banking Penetration Primary Checking Account Providers Offering Mobile Banking (base = total sample) Don't know 44%* Yes 49% No 7% *Read as: 44% of mobile phone users don t know if their bank offers mobile banking Source: FIS Enterprise Strategy, February

33 Disinterest among Non-users Continues Due to a Wide Range of Preferences and Concerns Reasons for Not Using Mobile Banking (base = non-users) I would rather access my accounts online with my computer 38%* I don t think it is secure 28% My mobile phone screen is too small There is no charge to use my computer I just haven't bothered to try mobile banking yet There is no value to banking with my mobile phone It costs too much to use the data plan on my mobile phone 19% 19% 19% 16% 15% I ve tried accessing my bank account online with my mobile phone in the past, but was dissatisfied 3% No reason 18% *Read as: 38% of non-users would rather access their accounts online with their computers Source: FIS Enterprise Strategy, February

34 Mobile Banking Opportunity Moving quickly from early adopters to early majority Adoption will continue to grow as smartphone and tablet ownership expands Gen Y and Gen X are the primary adopters today Mobile is vital to secure their relationships as they move into nesting lifestage Mobile apps the price of entry for attracting younger customers Higher deposit and loan balances than their non-adopter generational counterparts More likely us use debit card, less likely to write checks Accessing financial services online via other Internet devices Most aggressive users of non-traditional financial services (P2P, PFM, etc.) Most likely to use mobile remote deposit and mobile NFC payments Easy-to-use mobile banking apps key to increasing penetration among desirable Baby Boomer segments 34

35 Contact Information FIS delivers banking and payments technologies to more than 14,000 financial institutions and businesses in over 100 countries worldwide. FIS provides financial institution core processing, and card issuer and transaction processing services, including the NYCE Network. FIS maintains processing and technology relationships with 40 of the top 50 global banks, including 9 of the top 10. FIS is a member of Standard and Poor's (S&P) 500 Index and consistently holds a leading ranking in the annual FinTech 100 rankings. Headquartered in Jacksonville, Florida, FIS employs more than 30,000 on a global basis. FIS is listed on the New York Stock Exchange under the FIS ticker symbol. For more information about FIS see This research was conducted by FIS Research and Thought Leadership, a key function of FIS Enterprise Strategy department. The FIS Research & Thought Leadership team proactively manages market and client perceptions of FIS as a thought-leader and thought-partner by conducting highquality primary research on critical industry issues and delivering interpretation and recommendations to client organizations. The research team for this project includes: Paul McAdam Senior Vice President Mandy Putnam Director James Gamble Director Chris Nay Senior Strategic Researcher

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