The document summarizes the results of a survey of 500 Lebanese internet users regarding their online habits, banking preferences, and shopping behaviors. Some key findings include: 97.4% connect to the internet daily, with 92.5% using smartphones; 96.5% have social media accounts with Facebook being most popular; 73.5% shop online at least monthly, led by the 25-35 age group; and while 85.3% of banks offer online banking, only 39% of customers are frequent users. The document recommends businesses focus on Instagram and stop promotional tweets in order to better engage customers online. Security concerns were cited as the top hindrance to greater digital adoption in Lebanon.

1. Consumers Digital Trends
Lebanese Consumer Adoption of
Online Banking and Online Retailing
DGTL#U - Beirut
November 2013

2. The Survey
• Evaluate the appetite of Lebanon consumers
for online products
• Explore their online habits when it comes to
shopping and banking
• Identify the future trends in the sector
• Shed light on the challenges hindering
businesses

3. The Sample
• 500 internet users in Lebanon
• Both males (50.5%) and females (49.5%)
• Although the survey sample covers all age
groups, 48% of respondents are 25 to 35 years
old and 90% are economically active and earning
an income while almost 10% are still students as
illustrated in the demographic graphs below
• Survey respondents have bank accounts in all
major top 10 banks in Lebanon

10. How Connected Are Lebanese
Consumers?
• 97.4% of surveyed individuals connect to the internet on a
daily basis from home (89.9%) or at work (85.6%) and
92.5% use their Smartphone to browse the internet.
• When it comes to social media presence, 96.5% of survey
respondents have an account in at least one social network.
• While Facebook still accounts for the highest penetration
(94.5%) and the highest usage frequency (81.6% connecting
daily), LinkedIn (79%) and twitter (73.5%) are fast catching
up with Instagram (59%) and Google+ (58%) close behind.

14. Recommendation
FOCUS ON INSTAGRAM!

16. Who uses smart phones browsing?
• 50.8% of respondents aged between 25-35
years old answered yes, 71.7% of them are
employees
• 50% are male and 50% are female
• Only 28.6% of the mentioned age range who
don't use their phones for browsing

19. Happy Shopping Online?
• Shopping online is no longer a privilege of technology
savvy consumers
• 3 out of 4 internet users that are employees in
Lebanon (73.5%) say they buy products online.
• 41.7% of the survey respondents indicated that they
shop online at least once a month.
• A trend which is largely led by the 25-35 years old age
segment who are employees (72%) and of which 53.5%
are male and 46.5% female.
• The results also indicate that 13.3% shop online at least
once a week, while 40% of respondents shop online 35 times a year!

21. Happy Shopping Online?
• Mobile Apps and Airline tickets seem to be at the
forefront of consumer online shopping favorites.
• Entertainment products, such as games, movies and
books seem to score high on online favorites as well.
• Shopping online for electronics seems to be trendy as
well
• Only 23.3% of respondents engage in online shopping
for clothes.
• Cosmetics, groceries, home furniture, office supplies
and sports equipment rarely make it to online baskets
of consumers!

23. Local vs. International
120
100
80
60
International sites
Local sites
40
20
0
2012
2013

24. Taking things seriously
Comments:
• High value goods never leave the customs
• Differentiate between personal and
commercial use of purchased phones
• Phone registration process
• Where is Paypal?

25. Internet Banking: Does your bank
offer online banking solutions
85.3% said yes
Surprisingly only one third (39s%) report being
frequent users of online banking
1 out of 4 (25%) say they use it sometimes
15.6% use it rarely
26% don't use online banking at all

30. How connected are Lebanon’s Banks?
 Increasingly active on social networks
 Unable to fully engage their customers
 93% of Lebanon banks are active on Facebook
 23% have accounts on twitter
 Active on different platforms such
as, YouTube, Google+ and LinkedIn.

33. How connected are Lebanon Banks?
• 52.4% say they do not interact with
their banks on social media networks
• Only 45.1% like their bank's page on
Facebook
• 10% who follow their banks on
twitter

35. Recommendation
STOP YOUR PROMOTIONAL TWEETS!
ANSWER YOUR CLIENTS

36. How connected are Lebanon’s Banks?
The situation is even more complex when it comes to
mobile applications.
 Extra effort providing better offer through mobile Apps
 Failing at communicating properly on it
 43.8% said they didn’t know whether their bank had a
mobile App
 9% of respondents said their banks didn’t
 47.2% confirmed their bank offered an App.

38. How connected are Lebanon Banks?
To make things worse, of those who said yes
their bank has a mobile App, less than 1 out of 3
people (27.8%) said they didn’t download the
App.
1/3 who actually downloaded it report using it
rarely and mainly to check their balance (95.7%)

41. Final Thoughts
 Rising demand for online products and
services
 Rising need for online banking and payment
solutions
 Banks struggling to reinforce their online
presence, strengthen their offer, build
awareness around their solutions

42. Final Thoughts
 Security concerns emerges as the most
important hindrance
 Need for a better legislative framework
 Protecting both the individuals and the
institutions
 Better banking solutions

44. Thank you
@hibafayad
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