The document summarizes key findings from Deloitte's 2018 Global Mobile Consumer Survey, which polled over 50,000 respondents across 35 countries. The Luxembourg-specific findings show that 94% of residents own smartphones, with Android use increasing and surpassing Apple. Mobile banking is popular, with security and basic services ranking as top priorities for digital bank selection. Voice assistance and biometric authentication are gaining traction for smartphone access. Respondents expressed growing concerns about data privacy and sharing, though few saw 5G connectivity as an immediate priority. The survey highlights evolving trends in mobile adoption, banking preferences, and privacy/security awareness.

1. Global Mobile Consumer Survey
Luxembourg
2018

2. 2© 2018 Deloitte Tax & Consulting
TOPIC OVERVIEW
1
2 Smartphone adoption
3
GMCS 2018
Mobile banking
4 Next steps & trends

3. 3© 2018 Deloitte Tax & Consulting
GMCS 2018
Survey background

4. 4© 2018 Deloitte Tax & Consulting
 Deloitte’s Global Mobile Consumer
Survey 2018 is a multi-country
study concerning the usage of
smart devices and, in particular,
of mobile phones and
smartphones.
 Worldwide, it encompasses 6
continents, 35 countries, and
54,150 respondents.
 It entails approximately 70
variables, with topics ranging
from smartphone adoption and
mobile banking to cybersecurity
and data sharing.
The countries in the survey
GMCS 2018
Countries part of
the survey
Countries not part
of the survey
Saudi
Arabia
Germany
United
States
Japan
United Kingdom Netherlands
Finland
Russia
China
Indonesia
Singapore
Australia
Italy
Norway
Thailand
Philippines
Colombia
Brazil
Canada
Malaysia
Mexico
Argentina
Belgium
Ireland
Luxembourg
Sweden
South
Africa
Denmark
Spain
UAE
Taiwan
Vietnam
Turkey

5. 5© 2018 Deloitte Tax & Consulting
Luxembourg
GMCS 2018
Gender
50% 50%
36% 64%
Residence Household income status per year*
30% 49%< € 60K > € 60K
Age
52% 48%18-44 45-75
(*): 21 percent of respondents preferred not to answer
The sample: 1,004 respondents, nationally representative,
aged 18-75 (online polling)
Luxembourg City Luxembourg State

6. 6© 2018 Deloitte Tax & Consulting
SMARTPHONE ADOPTION
Key insights

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Elevated smartphone adoption requires a prompt response by enterprises, as
consumers expect to access more and more services via mobile devices
SMARTPHONE ADOPTION
94% 94% 94%
93%
92% 92%
91%
90%
89%
87%
85%
84%
EU average (91%)
Luxembourg is one of the
countries with the highest
penetration rate for
smartphones in Europe, with
94% of people owning a
smartphone.

8. 8© 2018 Deloitte Tax & Consulting
Does the robot crave fruit? The steady rise of Android against Apple in Luxembourg
SMARTPHONE ADOPTION
Apple once again dominates the
Luxembourg market, with an overall
51% of total consumers owning an
iPhone. However, for the jeans and
sneaker companies, their slice of pie is
shrinking – with a decrease of 3%
from 2017.
Android phones are steadily behind,
increasing to a 40% share of the
consumers in Luxembourg.
51%
40%
9%
Apple Android Other

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Customers are increasingly worried about their excessive use of smartphones.
Are companies reacting to this?
SMARTPHONE ADOPTION
57%
“Yes”
“No”
“No, but I
would like to”
13%
17%
Do you try to limit
your smartphone
usage?
The majority of people living in
Luxembourg try to limit the
use of their smartphones or at
least would be willing to do
so. The major mobile software
providers are reacting to this
increasing awareness and now
offer features to monitor
customers’ smartphone use,
such as Apple’s “Screentime”
and Android’s Digital Wellbeing.
(1): The remaining 13 percent of surveyed consumers are either unsure or have not provided an answer to the question.

10. 10© 2018 Deloitte Tax & Consulting
MOBILE BANKING
Key insights

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Security, basic banking offers and UX are the three pillars of choice for a digital bank in
Luxembourg
MOBILE BANKING
1
2
3
When it comes to choosing their digital bank offer, the average customer in Luxembourg
likes to play on the safe side, looking primarily at the security of the digital bank, then at
the array of offers and finally at the smoothness of the experience and ease of use.
Security of the offer
Basic banking offer
User experience &
brand
34% of surveyed consumers value
user experience and ease of use
among1 the most important
criteria when choosing a digital
bank provider
47% of surveyed consumers value
the security of the offer among the
most important criteria when
choosing a digital bank provider
38% of surveyed consumers value
the basic banking offer among the
most important criteria when
choosing a digital bank provider
(1): The values are not cumulative

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Cybersecurity is a key decision factor for consumers across all age groups and
surprisingly it is the most popular factor of choice among younger consumers
MOBILE BANKING
75%
71% 70%
66% 66%
63%
18-24 25-34 35-44 45-54 55-64 65+
The importance of
cybersecurity as a key
decision factor decreases
as the age of consumers
increases.

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The use of fingerprints as an input to initiate action with the smartphone has increased by 36%
since 2017. Specifically, fingerprints are increasingly used as a means to authorize payments and
money transfers through the mobile banking app
MOBILE BANKING
Authorizing payments
Authorizing money transfers
Authorizing payments
Authorizing money transfers
55%
40%
42%
27%
2017 2018

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Checking bank balances is one of the basic and highly demanded features that a digital
banking solution should provide
MOBILE BANKING
The smartphone is
now the preferred1
device to check bank
balances in
Luxembourg, after
years of computers and
laptops dominating
34%
2016 2017 2018
26%
The breaking point
(1): The remaining alternatives are fragmented among tablet, desktop computer and n/a.

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Consumers in Luxembourg are
increasingly paying through their
smartphone.
Credit and debit cards are the top
choice in terms of payment methods
for online purchases.
The majority of surveyed people opt
to perform the online payment
through a marketplace app or a
retailer’s website.
The ability to perform payments through the smartphone should be a key function for
the digital offer of any bank
MOBILE BANKING
Which
payment
method?
Which
payment
channel?
57%
33%
15%
2% 3%
A credit or debit
card
Online money
transfer/payment
provider
Your online banking
app
Apple Pay or
Google/Android Pay
or Samsung Pay
Other
48%
20%
13% 9% 4%
A marketplace app A retailer's website A retailer's app A messenger app Other

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Have you ever…? These are products and services that people in Luxembourg usually
pay for with their smartphones
MOBILE BANKING
Purchase a service
online
39%
Pay for a taxi
13%
Pay for car parking
17%
Pay for public transports
35%
Purchase a product online
68%
Pay for a product or
service in-store
18%
For online and offline
purchases of products or
services, 6/10 consumers
prefer to use the tap and
pay solution provided by
their bank.
For the transports and
parking payment, 4/10
prefer to pay by sms.

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The design of the user experience is an essential aspect to consider when offering
a digital banking solution to consumers in Luxembourg
MOBILE BANKING
75%
of surveyed people value the design
of their mobile banking offers
In 2018, more than
7 out of 10 consumers
in Luxembourg are concerned
with the user experience and
ease of use of mobile banking
solutions.

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NEXT STEPS & TRENDS
Key insights

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The increasing use of alternative screen-unlocking methods for people in Luxembourg
NEXT STEPS & TRENDS
Fingerprint
recognition
Voice recognition
Facial recognition
Eye/iris recognition
PIN or password
authentication
None of these
Alternative ways to unlock
smartphones are quickly
gaining ground in Luxembourg,
with 15% of surveyed people
using facial recognition on
their phone – vis-à-vis 2017’s
1% - and 60% using
fingerprint recognition.

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Is the future of communication with mobile devices… vocal?
NEXT STEPS & TRENDS
Consumers in Luxembourg
are increasingly “talking“ to
their smartphones, with 91%
of people having used their
voice assistants at least
once.
Dial a person in
the contact list
Search for general
information
Play music
Users are talking to
their devices most of
the times to:

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The perception of the risks associated with online data sharing and online security
unveils increasing attention to the use of personal data
NEXT STEPS & TRENDS
Data Protection
• 77% believe companies with whom they have
interacted with on the internet use their personal data
• 66% believe that they share it with third parties
• 71% are concerned about how the companies
they interact with share their personal data
Data use
Data
sharing
Data
collection

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Despite the wide adoption of Smartphone use, only a minority of consumers seems to
appreciate the importance of 5G connectivity
NEXT STEPS & TRENDS
Of the surveyed consumers would
be willing to switch to the 5G the
moment that it is available
Of the surveyed consumers would
switch to 5G only once they hear
feedback on it or in cases where they
did not have any other alternative
26% 74%5G
Immediate switch to 5G Switch to 5G eventually
or only if obliged to

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The key takeaways
NEXT STEPS & TRENDS
SMARTPHONE ADOPTION
The survey records a global increase in the adoption of smartphones.
Luxembourg is among the top European countries, with a 94% adoption
rate of smartphones and a 3% annual growth in the past three years.
MOBILE BANKING
The volume of online banking transactions has strongly increased in 2018
and in activities such as checking bank balances, the use of the smartphone
has overcome that of the laptop.
EVOLVING TRENDS
The survey results highlight rapidly evolving perceptions of consumers on
the use of personal data, voice assisted smartphone features, and on the
adoption of 5G.

24. 24© 2018 Deloitte Tax & Consulting
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