Summary

このレポートは英国と米国の18歳以上を対象にmコマースや非接触型決済、モバイルバンキングに対しての動向調査結果を報告しています。回答結果のまとめやJuniper Research社のアナリストのバリューチェーン分析を掲載しています。

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

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Table of Contents

Consumer Attitudes to Mobile Banking, Contactless Payments & mCommerce Survey 2018
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