Mobile Banking Trends - Oct 2012 - Google
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Mobile Banking Trends - Oct 2012 - Google

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Tendencias de Mobile Banking en EEUU por Google.

Tendencias de Mobile Banking en EEUU por Google.

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  • 1. Mobile banking trendsGoogle, U.S.October 2012 Google Confidential and Proprietary 1
  • 2. Getting mobile right is more importantthan ever Acquisition Service Retention 40% 48% 1in6 of consumers will turn feel frustrated, people switching banks to a competitor’s site annoyed and believe say a poor mobile if yours is not mobile- “the company doesn’t banking experience optimized care about my prompted them to business” when a site shop for a new bank doesn’t work well on a mobile phoneSource: Google Our Mobile Planet Study 2012, J.D. Power Associates Retail Bank New Account Study 2011, Google Google Confidential and Proprietary 2“What Users Want From Mobile” Study 2012
  • 3. Consider how consumers navigate your brand 46% 98% consumers that start banking will move between devices activity on one device continue within the same day later on anotherSource: Google & Ipsos Multi-Screen User Behavior Study, 2012 Google Confidential and Proprietary 3
  • 4. Consumers don’t live (nor bank) in a vacuum 28% 34% of consumers have started a banking activity on their desktop and picked it up later on another device. 6%Source: Google & Ipsos Multi-Screen User Behavior Study, 2012 Google Confidential and Proprietary 4
  • 5. Smartphones are the most commonstarting point 56% 59% of consumers have started a banking activity on their phone and picked it up later on another device. 3%Source: Google & Ipsos Multi-Screen User Behavior Study, 2012 Google Confidential and Proprietary 5
  • 6. Tablet usage mirrors desktop more than mobile 14% 15% of consumers have started a banking activity on their tablet 1% and picked it up later on another device. 3%Source: Google & Ipsos Multi-Screen User Behavior Study, 2012 Google Confidential and Proprietary 6
  • 7. Search is the bridge between devices 63% 52% of users return to search when will navigate directly switching devices. to the website.Source: Google & Ipsos Multi-Screen User Behavior Study, 2012 Google Confidential and Proprietary 7
  • 8. First impressions in mobile count 66% of users find mobile 61% will go to another site if 79% of those that try again will 36% feel like they’ve wasted their sites through search they can’t find what they’re return to search, but are 5x time if they can’t navigate looking for immediately more likely to abandon easily around your site (optimized or not) the taskSource: Google & Ipsos Multi-Screen User Behavior Study, 2012 Google Confidential and Proprietary 8
  • 9. What do mobile users want from their bank?1 They want to find youQuery growth 600% 76% Look up branch locations 500% 400% 65% 300% Looking up branch hours 200% 100% 61% Want to call customer service 0% Jan11 Apr11 Jul11 Oct11 Jan12 Apr12 Jul12Source: Google “What Users Want From Mobile” Study 2012 Google Confidential and Proprietary 9
  • 10. What do mobile users want from their bank?2 They want to manage their money 77% 61% 51% 51% Check account Log into Pay bills Transfer balances their account moneySource: Google “What Users Want From Mobile” Study 2012 Google Confidential and Proprietary 10
  • 11. What do mobile users want from their bank?3 They want to learn more about you / interact with you 53% 48% 41% Download looking for social play a video about mobile app network page(s) the companySource: Google “What Users Want From Mobile” Study 2012 Google Confidential and Proprietary 11
  • 12. Mobile research is the differentiator% of all new deposit accounts opened 40% 35% 54% that researched on a 30% mobile phone applied in a branch 25% 29% 20% 18% 28% that researched on a 15% 13% mobile phone applied 10% on a desktop 10% Used a mobile phone as part 5% 9% 9% 9% 7% of the bank research process 0% Did not use a mobile phone Bank of Chase Citi Wells Fargo AmericaSource: Compete Credit Cards Study, 2012 Google Confidential and Proprietary 12
  • 13. What are mobile users looking for whenshopping for a bank? 42% 39% 35% Compare interest rates Compare account features Promotions or offers 30% 29% 19% Contact the bank Locate a branch Begin opening an accountSource: Compete Credit Cards Study, 2012 Google Confidential and Proprietary 13