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56% 26% 23% 21% 16% 13% 4% - Cloudinary
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56% 26% 23% 21% 16% 13% 4% - Cloudinary
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Source: Competition and Markets Authority 2015. * Numbers may not add up to 100 per cent due to rounding. Source: Compet
DIGITAL LENDERS FREQUENCY OF CURRENT ACCOUNT SERVICES BY CHANNEL
BANKING MILESTONES REACHED
Survey of global retail banks
HOW OFTEN UK CURRENT ACCOUNT HOLDERS USE THE FOLLOWING FEATURES WITH THEIR BANK Every day
Once a week or more
Two to three times a month
Once every two to three months
Once a month
Once or twice a year
Set up a digital banking platform
Less often
59% Integration of a digital banking solution with existing infrastructure
55%
30%
44%
9%
8%
3%
2%
4%
Launched a mobile payments service
44% Co-operation with fintechs or complementary providers
36%
APP
Modernised the branch experience (interactive personalisation)
16%
50%
17%
10%
4%
1%
2%
32% Launched a personal finance management offering
29% Implemented a real-time decisions solution
INTERNET
16% Source: GFT 2015
1%
9%
8%
22%
17%
15%
27%
BUSINESS DRIVERS FOR DIGITAL BANKING STRATEGY (%) Survey of global retail banks
TELEPHONE
Important
Somewhat important
Relatively unimportant
0%
10%
11%
21%
20%
27%
10%
BRANCH * Numbers may not add up to 100 per cent due to rounding
Source: Competition and Markets Authority 2015
Neutral
Unimportant
A
Increase customer satisfaction
D
Gain competitive advantage
B
Increase customer loyalty/reduce churn
E
Increase revenue growth
C
Increase profitability
100
100
SATISFACTION WITH CURRENT ACCOUNT SERVICES Very satisfied
APP INTERNET TELEPHONE BRANCH
Fairly satisfied
Neither
Fairly dissatisfied
Very dissatisfied
Don't know/have/use
2% 3%
2% 57%
24%
69%
12% 1% 4%
22%
42%
32%
51%
19% 34%
6%
80
80
60
60
1% 3%
2% 4%
1%
3% 5%
1%
Source: Competition and Markets Authority 2015
HOW MOBILE BANKING HAS CHANGED THE WAY CUSTOMERS MANAGE THEIR FINANCES
56%
26%
23%
21%
16%
13%
4%
I AM MORE IN CONTROL OF MY FINANCES
NOTHING HAS CHANGED
I PAY MY BILLS ON TIME MORE OFTEN
I USE INTERNET BANKING MUCH LESS
I AM SAVING MORE
I AM OVERDRAWN LESS OFTEN
THE WAY I MANAGE MY MONEY HAS GOT WORSE
Source: Competition and Markets Authority 2015
40
40
20
20
0
0
A
B
C
D
E Source: GFT 2015
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