Mobileusageresearchfinal

Mobile usage:
attitudes and
payments research
report 2013
VocaLink in association with

Mobile usage: attitudes and payments insight report 2013 1
Contents
2 Research objectives and methodology
3 Executive summary
4 A maturing smartphone market
6 Consumer mobile banking
8 Mobile banking – between convenience and security
11 Mobile payments – the customers
13 Mobile payments activity
17 Mobile payments – opportunities and obstacles
20 Mobile payments – the perfect storm
21 Mobile payments – key findings
About VocaLink
VocaLink designs, builds and operates world-class
payment systems and ATM switching platforms.
We operate the UK national payments infrastructure,
a national grid for payments.
Our innovative, sustainable, and highly efficient payment
services touch the lives of almost every person and
business in the UK.
Through our systems we process over 90% of UK
salaries, more than 70% of household bills and almost
all state benefits.
VocaLink technology powers the Bacs and Direct Debit
schemes as well as connecting the world’s busiest
network of over 65,000 ATMs through the LINK scheme.
Our platforms have made it easier to make payments
confidently, securely and cost effectively. Last year we
processed over 10 billion UK transactions with a value
of £4.9 trillion.
VocaLink commissioned robust quantitative research to
find out what the UK really want from a next generation
in payment services.

2 VocaLink mobile usage, attitudes and payments insight report 2013
VocaLink has completed one of
the largest pieces of research into
mobile usage* by asking more
than 10,000 adults across the UK
(16-65 year olds) about their habits
and behaviours. The research was
designed to understand usage of and attitudes to mobile
banking and payments in both general and specific
scenarios and to explore consumers’ views on the aspects
of trust, reliability and security.
Mobile phones are generally not used as mobile payment
devices; however, this is changing fast. The OFT Consumer
Surveys in 2008 and 2013 referenced in the Review of
Personal Current Accounts, January 2013, identified that
mobile banking use is growing rapidly. Even though there
was no significant m-banking in 2008, by mid-2012 some
17% of customers were using it. The VocaLink research
confirms that the UK is now ready, willing and able to
make mobile payments, but will there be a dominant,
ubiquitous solution and who will provide this service?
In VocaLink’s view, the implication is that banks are ideally
placed to be the trusted providers of the solution.
Despite the problems of recent years, consumers
overwhelmingly trust their banks: 35% of respondents
said they were more likely to pay for items using their
mobile phone if the service was provided by their bank,
and 63% of people who already make some mobile
payments would trust their banks to provide this service.
30% said they would use mobile payments and interact
with their bank more often if their bank was providing the
service.
The opportunity for an ubiquitous mobile payment
solution represents something of an open goal for the
banking industry: if the banks can leverage their trusted
status and offer a practical solution for mobile payments,
usage will increase, which in turn will create increased
loyalty to bank services, generate new revenues and
reduce banks’ costs to serve.
Finally, a bank-provided app means that consumers can
see their current account balance on screen and make
informed choices about whether to pay, and from which
account. Bank account access at the time of payment can
greatly enhance the customer’s ability to manage their
money, and reinforces the bank’s great strength over card
payment solutions and other non-bank alternative
providers such as m- and e-wallets.
Additionally, based on the insights provided by the
research, VocaLink believes that there are significant
commercial growth opportunities that can only be driven
through collaboration between stakeholders including
retailers, banks and telecommunications companies.
Given the extraordinarily rapid growth in ownership and
their use as app platforms, it is the personal nature of
our smartphones and the convenience and control they
offer, that will be the key to universal adoption as a
payment solution.
Paul Stoddart
Managing Director, Strategy and Business Development
* TNS survey, February 2013. 25-minute online survey of a nationally
representative sample of 10,010 UK adults aged 16-65.
Mobile phones offer a convenient and secure option
for banking and payments in the consumer marketplace:
the potential for these services has only begun to be
exploited. This report presents the findings of an
independent market research programme to gain deeper
insights into UK consumer m-commerce behaviours,
attitudes and preferences.
VocaLink appointed TNS, the world’s leading customer
research company, to conduct one of the largest research
programmes currently existing in this field.
TNS conducted a 25 minute online survey among a
representative sample of 10,000 UK adults (16 to 65)
between 1 and 13 February 2013. The resulting data was
weighted by age, gender and region and smartphone/
mobile phone usage to match the profile of the UK’s adult
population. The research covers areas such as current and
future mobile behaviour, attitudes and mobile banking
and payments behaviour.
The main objectives of the study were:
• To provide quantitative insights into mobile phone /
smartphone usage and behaviours, and specifically
mobile banking and payments
• To benchmark consumer understanding, expectations
and current behaviours
• To construct a robust consumer driven matrix of
m-commerce priorities and future potential
• To identify key differences between each consumer
group.
Research objectives and methodology Executive summary
Alternative Payments proposition research 3
20%
ofusersmake
mobile paym
ents
Mobile usage: attitudes and payments insight report 2013 3

Mobile usage: attitudes and payments insight report 2013 54 Mobile usage: attitudes and payments insight report 2013
Smartphones have quickly become an everyday feature of
everyday life, with 60% of UK adults now owning one. This
means that the use of smartphones now extends well
beyond the younger early adopters – for example almost
half of 45-54 year olds own a smartphone.
The VocaLink study shows that smartphone users are
more likely to be men (52%) than women, and that a
majority (57%) of the 16-24 age group owns one. Overall,
70% of users are under the age of 45. They are also more
likely to own a tablet (31% versus 24% of the overall
population and only 12% of mobile phone users).
Ownership of smartphones is also very high among
“influencers” for this category – people who tend to be
early adopters of new technology and have strong and
active friendship networks.
By contrast, 60% of regular mobile phone owners are over
45 and a clear majority are women (55%).
As the market matures, the number of people who own or
have owned more than one smartphone is growing. Half
of all smartphone owners currently have their first device,
while nearly a third have owned two smartphones and
12% have owned three. Women are significantly more
likely than men to be still using their first smartphone.
Younger people are more likely to have the extra
experience with smartphones – fewer than half are still
using their first device.
The smartphone market is dominated by Samsung and
Apple, with shares of 30% and 25% respectively. HTC and
Blackberry have 13% each. Unlike Samsung, Nokia has not
yet translated its strong position in mobile phones into
smartphones: its handsets are owned by only 7% of
survey respondents.
Our 10,000 sample shows that O2 is the top single
network provider with 24% market share, although
Everything Everywhere is the biggest operator overall,
with its three constituent brands – EE, Orange and
T-mobile – taking 32% of the market. O2 has particular
strength among the 25-34 year olds (29%) and EE among
the 16-24 year olds (36%).
Interestingly, and despite a lingering perception that data
remains too expensive, 78% of smartphone users have a
data allowance, including 28% who subscribe to a
package with unlimited data. This contrasts with those
using regular mobile phones - most of whom have neither
a data allowance nor a pay-as-you use data bundle.
Adoption rates are still increasing rapidly – from 48% in
December 2011 to 60% in December 2012 – and as prices
are now far less of a deterrent to adoption, the
assumption is they will keep on increasing. Unsurprisingly,
this is key to the development of growing mobile banking
and payments markets.
A maturing smartphone market
EE = 32% of the UK market share
O2
Vodafone
Orange
EE
T-Mobile
Virgin Mobile
Three Mobile
Tesco Mobile
GiffGaff
Other
Mobile phone operator
24%
2%
2%
17%
15%
9%
9%
8%
7%
7%
48%
female
52%
male
16-24
25-34
35-44
45-54
55-65
24%
27%21%
12%
14%
Age range
Smartphone users
27%
uses
m
artphonesfo
rmobilebank
ing
“My smartphone fits into my life
because I always carry my phone, and
it is just a more efficient way of getting
things done.”
“It fits into my life because I am always
on the go”
50%
1 2 3 4 5 6+
31% 12% 4% 1% 2%
Number of smartphones ever owned

Consumer mobile banking
Mobile banking activities are strongly linked to
smartphone ownership. 27% of the UK population
declares some mobile banking activity, 43% of
smartphone users also bank from their device and
only 3% of regular mobile phones users bank this way.
Interestingly, an even higher proportion of tablet
users (50%) bank from their mobile device and 57%
of those who own both a smartphone and a tablet
use mobile banking.
Our data shows that mobile bankers are more mature
(both in profile and from the perspective of technology
usage) than the average smartphone users. The use of
mobile banking is highly concentrated among the under
45s (82%), however 55% of users are between the ages of
25 and 45. Just over half (55%) are men and a similar
number are also mobile payment users. Ownership of
tablets and smart TVs is nearly double the level among
mobile bankers as it is for the population as a whole, at
44% and 22% respectively. Banks should consider the
mobile channel to secure lifetime customer loyalty.
While there is no denying that mobile banking is on the
rise, especially among younger people, there is still much
to be done in persuading the millions of people who do
some of their banking via a PC or laptop that mobile can
play a part in their banking activity.
A narrow majority are already taking part in an array of
online banking activities: the most popular activity is
checking their account balances (60%). More than half
said they go online to access their account details, pay for
goods and services, view historic transactions and
transfer money to or from their own or another person’s
account. But the number of those carrying out these
activities via a mobile phone or a tablet remains relatively
small: the most popular is checking a bank balance – 20%
from a smartphone and 6% from a tablet.
Further analysis shows that once people migrate their
online banking activity from PC/laptop to mobile/tablet,
their online banking does not necessarily increase much,
if at all, if conducted via a browser.
However, for some banking activities the pace really does
increase when the mobile banking user accesses banking
services through an app rather than a browser. For
example, while the proportion of laptop/PC users
checking their bank balance daily is about the same as
those who do so via a mobile, there is a significant
increase in daily activity when an app is used on the
mobile. Proportions of mobile users for each type of
activity are very similar between browsers and apps so we
can conclude that one of the priorities for providers is to
convert browser users to apps users to increase the level
of activity. As apps are more specifically designed for
mobile devices, they should provide a better user
experience and in time, turn those users into advocates.
Similarly to the current account market, the banking app
market is very fragmented and is dominated by Barclays
(11%), Natwest (11%) and Lloyds (10%), followed by Halifax
(8%) and HSBC (6%). With only 27% of smartphone users
having downloaded a banking app on their device, there
is real potential for growth in the short to mid-term on the
mobile banking market.
As word of mouth is so important to adoption of new
technologies, it’s important to note that mobile bankers
have a very high measure of influence in the marketplace
– half of those in the VocaLink survey can be regarded as
influencers. This contrasts with 38% of all smartphone
users and 28% among the population as a whole.
This provides the industry with a great opportunity to
influence non-users to adopt new ways of banking. If they
can ensure that the experience they provide is positive,
they can expect their satisfied users to pass on their
positive impressions to others.
Mobile banking app provider – of those who have a mobile banking app
Barclays
Natwest
Lloyds Banking Group
Halifax
HSBC
Santander
Nationwide
PayPal
RBS
First Direct
Co-operative Bank
Amazon
Bank of Scotland
Clydesdale Bank
Tesco
American Express
11%
11%
10%
8%
6%
4%
4%
4%
3%
3%
2%
2%
2%
1%1% 1%
SOURCE: Q25/Q20 Current bank and card providers
27%
33%
22%
7%
9%
Mobile banking users
16-24
25-34
35-44
45-54
55-65
Age range
45%
female
55%
male
52%
p
referconvenie
nce of mobile
payments

In order to unlock some of the potential in this market,
mobile banking providers will have to fully exploit and
raise awareness of the real benefits to users as well as
alleviate some of the fears and lack of understanding of
the non-users.
The VocaLink study gives strong pointers to what mobile
banking users perceive to be the main advantages of this
new approach to banking.
Inevitably, convenience is the main theme here. Speed
(66%) and saving time (60%) are the top factors, but also
ease of use (41%), a feeling of being more in control of
their banking (37%) and security (33%).
However, security, along with device limitations (i.e screen
size) and lack of trust in network reliability remain the
strongest barriers to mobile banking among those who
have never tried it. But first and foremost, nearly 4 in 10
non-users (39%) cannot see the appeal of such a service.
These concerns are less prevalent among influencers and
young adults (16 to 25 year olds).
Mobile banking –
between convenience and security
66%
60%
59%
47%
41%
36%
36%
33%
31%
28%
21%
9%
8%
7%
4%
3%
It’s quick
It saves me time
I can do it
anywhere/time
No queues
Easier than other
methods
More control over
banking
The apps are easy
to use
It’s secure
Don’t have to ﬁll
out forms
Private and
conﬁdential
I like keeping up
with technology
It’s what I have
always done
Cheaper than
other options
No upper transfer
limits
The only option
I have
None of the above
Male Female
Reasons why people like mobile banking
63%
52%
56%
45%
38%
33%
33%
34%
31%
27%
25%
9%
10%
8%
6%
4%
70%
67%
64%
50%
44%
41%
38%
33%
31%
29%
17%
8%
7%
5%
2%
2%
“I have never tried it so do not know
how easy or difficult it would be. The
screen is too small so I find it hard to
read.”
“I would miss the interactions with the
people, but it’s cool and more efficient
and interesting.”

The VocaLink study shows that half of the adult population
is either already using mobile payments (20%) or is
interested in doing so (30%). The proportions increase
significantly amongst smartphone users, with 31% already
using some form of mobile payment and a further 32%
being interested in paying for goods and services from
their device. Over half (55%) of mobile bankers already
use mobile payments and a further 32% are interested in it.
Younger adults are especially likely to be mobile payment
users (41% of 16 to 24 year olds), and around half of those
who are not already using the service are interested in
doing so.
The gender profile for mobile payment users is the same
as for mobile banking users, with men making up 55% of
current customers. The age profile is similar as well, with
55% under 34 and they have similarly high levels of
ownership of tablets and smart TVs.
Again, like mobile banking users, influencers are more
prevalent among mobile payment users than the
population as a whole, comprising 53% of this group.
Mobile payments – the customers
39%
30%
26%
26%
21%
19%
17%
16%
15%
14%
12%
10%
9%
9%
7%
6%
3%
1%
18%
My current banking methods
are good enough
Mobile phones can be lost/
stolen easily
The screen is too small
It’s not secure
I don’t trust mobile
networks/carriers
I don’t have service/
capability on my phone
It’s not private or conﬁdential
I would prefer to speak to
someone in person
My phone/tablet does not
have the capability
Mobile phones have
network problems
I don’t feel I have control
over the process
No assistance if something
goes wrong
It takes me too long
I don’t know how to use
this service
It doesn’t allow complicated
transactions
It is expensive
I tried it and didn’t ﬁnd it
useful
I don’t have a bank account
None of the above
Factors that discourage non-users from mobile banking
30%
23%
23%
21%
15%
8%
10%
14%
10%
12%
8%
10%
13%
7%
10%
5%
7%
2%
23%
Male
44%
33%
27%
26%
25%
27%
17%
18%
22%
14%
14%
10%
9%
10%
6%
7%
2%
1%
16%
Female
Current mobile payment usage and interest
All respondents
Male
Female
16-24
25-34
35-44
45-55
55-65
Smartphone
users
Regular mobile
phone users
Mobile banking
users
Mobile banking
non-users
Currently using
mobile payments
Interested in using
mobile payments
Not interested in using
mobile payments
50%
46%
53%
36%
33%
48%
61%
69%
37%
68%
13%
63%
30%
31%
29%
32%
32%
31%
30%
25%
32%
27%
32%
29%
20%
23%
18%
41%
35%
21%
9%
6%
31%
5%
55%
8%

Current mobile payment behaviour remains fragmented for
example when paying/sending money to friends and family
(6%) and paying for parking (5%), with no other mobile
payment activity attracting more than 5% of the overall
population. This is driven by the fact that there is not one
ubiquitous solution that allows consumers to pay
regardless of transaction, retailer or channel.
However, a wide range of mobile payment options are
attractive to more than a quarter of the population, over
and above those already using them. These include
paying for public transport, motorway tolls/congestion
charge, fast food, coffee and sandwiches, small daily
purchases, taxis, shopping in supermarkets and in high
street shops. Smartphone owners find all these options
even more attractive, with 30% or more saying that they
would like to use them on their phones.
As is currently the case for users, there is also a strong
expectation that mobile payments would start with
one-off payments such as parking and motorway tolls/
congestion charges, as well as paying bills and buying
tickets for sporting and entertainment events and travel.
Mobile payments activity
“I would like to pay for things like fast
food, and going to the restaurant. It’s
easier than carrying cash around.”
Groceries/supermarkets in store
Parking
Making one-off payments
High street retail
Online retail – general (clothes,
books, DVDs, etc)
Transferring money to family/friends
Congestion charge/motorway tolls
Online groceries (supermarkets, etc)
Digital downloads (music, films, etc)
Entertainment (sporting activities,
concert tickets, etc)
Online auction sites
Making regular bill payments
(subscriptions, donations, etc)
Online retail of high value items
(electronics, jewellery, etc)
Travel (holidays, flights, hotels, etc)
Banking products (insurance, etc)
Paying a tradesman (plumber, etc)
Online gambling sites
Paying off a personal loan
Other
32%
30%
28%
27%
22%
21%21%
20%
19%
19%
16%
13%
13%
11%
10%
8%
6% 2%5%
If you were able to pay for items through your mobile phone —
how would you expect to use it?
21%
32%
33%
11%
2%
Future
shaper
Future
maker
Today
consumers
Yesterday
consumers
Yesteryear
consumers
29%
36%
21%
9%
6%
16-24
25-34
35-44
45-54
55-65
45%
55%
Female
Male
Profile of mobile payments users

For all the activities mentioned, smartphone users are
significantly more interested in the potential than the
population as a whole.
Overall the expected level of spend per transaction
reflects those expectations, with 58% of current users
willing to pay up to £50. This is similar to the pattern that
was observed when online payment began, although we
can reasonably assume that pattern of usage and
spending would move faster than was the case with online
purchasing, as people will come to mobile payments with
the online experience already firmly embedded.
A fifth of the UK say they would use their banking facilities
more if a mobile payment solution was offered by their
bank, which is even higher among smartphone users
(27%) and double (40%) that among current mobile
payment users.
The response to this question of trust suggests that
familiarity and trust to be able to handle financial
transactions are key – only 7% said they would be more
likely to use a service provided by a new company, and a
third said they would be less likely to use such a service.
Similarly, the major supermarkets and high street chains
are the names they would most trust as mobile payment
partners – more than half (52%) of smartphone users said
they would be encouraged to switch to mobile payments
if the main supermarket groups offered it. Petrol stations
were another favourite, along with major retailers such as
Argos, Boots and Marks Spencer.
The popularity of the supermarkets as potential
generators of new mobile payment business is underlined
by the finding that almost a third of all respondents (32%)
said that they would expect to use it to buy groceries
in-store.
In terms of the technology for mobile payments, only
PayPal Mobile (64%) and mobile banking apps (60%) are
widely used, with other methods attracting only 12% or
less of mobile payment users – Google wallet (11%), QR
codes (10%) and Paytags (7%).
Current and future mobile payment usage
Paying for items using PayPal
Paying for parking
Paying for public transport
tickets
Paying motorway tolls/
congestion charges
Paying for small daily
purchases
Fast food purchases
Paying restaurant bills or
orders at the bar
Paying/sending money to
friends and family
Paying for a coffee or a
sandwich in a shop
Paying for goods and
services in the high street
Paying for groceries in a
supermarket
Paying taxis
Paying for items using an
e-Wallet
Clubs, societies, schools
(alternative to cash or cheque)
Paying utility bills (water/
power/post-paid phone bills)
Paying for larger expenses
(airline tickets, electronics)
Paying for services provided
(plumbers, electricians etc)
Currently doing
through mobile phone
Interested in using
mobile payments
Would like to do on a
mobile phone
62%
65%
66%
67%
69%
70%
71%
71%
70%
70%
71%
72%
75%
75%
76%
78%
80%
24%
30%
31%
30%
28%
27%
27%
24%
27%
27%
26%
26%
22%
22%
19%
18%
17%
14%
5%
3%
3%
4%
3%
3%
6%
3%
3%
3%
2%
3%
3%
4%
4%
2%
PayPal Mobile
Mobile banking app
Contactless payment using
only your smartphone
SMS
Google Wallet
Barclays Pingit app
QR codes
Using a sticker that is attached
to my phone
Boku
Other
When paying for items through your mobile phone or tablet, what applications /
functions do you use to do this?
64%
40%
12%
12%
11%
10%
10%
7%
4% 2%

Four in 10 non-users say they do not want to put their
card details into their mobile phone, while there are also
significant levels of concern over losing the phone and
general worries about lack of security and confidentiality.
A quarter of non-users also do not trust the mobile
networks and 18% fear being affected by network
problems.
Earlier qualitative work shows that some of these negative
attitudes towards mobile payments are driven by a lack of
understanding of how the solution would work. The same
programme also shows that a significant proportion were
much more open to the concept of mobile payment
following a demonstration of the solution.
The need for information was also strongly echoed in the
VocaLink research, particularly around the issue of security.
Most of these fears are significantly lower among those
who are already using mobile payments, which suggests
that hands-on experience really does increase
confidence. However, some objections remain:
• 25% of mobile payment users do not want to put their
card details into their mobiles,
• 27% say they do not need the service
• 24% have concerns around loss of the mobile and
security in general.
Once providers have allayed security fears, it appears that
the convenience of mobile payment is the key to
unlocking the market.
People who use mobile payments say that the main
reasons for doing so centre on convenience (52%) – it’s
quick (51%), they don’t have to carry cash (46%), they don’t
have to queue (37%) and they don’t have to carry their
credit/debit cards around (31%). Both current users and
those interested in using mobile payment quote each of
these reasons to use in very similar proportions, although
intenders are even keener to mention convenience and
not having to carry cash/credit cards around.
However, security concerns remain a barrier to increased
use of mobile payments, including 37% of all smartphone
owners who are not interested in carrying out any
payment operation on their phone and 38% of non-users
simply stating that they do not need the service.
Mobile payments –
opportunities and obstacles
Reasons for using your mobile phone to pay for products/services
instead of cash or debit/credit cards
It’s convenient
It’s quick and easy
No need to carry cash
It saves time queuing to pay
for items
No need to carry my credit/
debit card
To receive immediate conﬁrmation
that the purchase is completed
I like using the latest technology
Able to stop the function if my
phone is lost or stolen
More secure than cash
More secure than debit/credit card
Because my friends use it
None of the above
I don’t have a credit card or
bank account
Currently using Interested in using
56%
51%
49%
38%
36%
27%
14%
13%
9%
4%
1%
6%
2%
52%
51%
46%
37%
31%
28%
24%
17%
16%
9%
6%
6%
2%
“I might like to do it but I am not
confident that it is safe. I am willing to
try it, but I would need to feel more
secure.”
“My biggest concern is that the
technology is so new and I don’t know
whether to trust it or not.”
“I have never tried is so I don’t know
much about it. If it was explained more
then I would consider doing it.”
“My concern for security comes from
ignorance on the subject.”
60%
ofUKcons
umers have as
m
artphone

Smartphone penetration is reaching significant levels and
millions of people have the capacity to use mobile
banking and make mobile payments with devices they
already own.
With this in mind and evidence from extensive consumer
research, VocaLink believes that the time is right and
the market is ready and waiting for the right mobile
payment solutions.
The wider availability of mobile financial services,
especially if provided by banks, would increase the use of
banks’ online facilities and reduce the banks overall cost
to serve - one in five of all respondents said they would
use their bank’s online facilities more if banks offered
mobile payment services: among those already using
mobile banking and mobile payments – nearly double
said they would use them more.
A successful introduction of mobile payment systems
might even help the banks to compete in the overall retail
banking marketplace.
Trust remains the main obstacle to a more widespread
take-up, and providers need to reassure they have the
safeguards in place to ensure that their customers’ money
is secure.
Once the convenience and security of these mobile
services is fully understood, and solutions are in place to
support all payment methods, mobile could become as
universal as cards and cash are today.
Reasons for not being interested in mobile payments
I don’t want to put my card details
in my mobile phone
I don’t need this service
Mobile phones can be lost easily
It’s not secure
I don’t trust mobile networks
I prefer to carry and use cash
It’s not private or conﬁdential
Phone doesn’t have that capability
I won’t be able to use it if my battery
runs out
Mobile phones have network
problems
Accidentally paying the wrong person
I don’t know how to use this service
There is no pin code to enter when I
make a payment
Too complicated to set up
It’s not widely available in my area
It’s expensive
It takes too much time to make a
payment via mobile
I tried it and don’t ﬁnd it useful
Other
None of the above
40%
32%
35%
38%
19%
22%
23%
23% 25%
13%
17%
18%
40%
11%
8%
8%
6%
6%
3%8%1%
Mobile payments – the perfect storm
2.5%
Innovators
13.5%
Early adopters
34%
Early majority
34%
Late majority
16%
Laggards
SmartphonesMobile banking
Mobile payments
10% 20% 62%
If these payment services were offered by your bank on your mobile phone
how often would you buy items with yourt mobile phone
9%
LessA lot
more often
A little
more often
No
difference

6 in 10 consumers in the UK have a smartphone, rising
to 8 in 10 of 16-24 year olds. Men are more likely to own
a smartphone.
70% of smartphone users are under 45 years and they
are 3 times more likely to own a tablet as normal mobile
users. And mobile banking is much more likely to be
among smartphone users.
Smartphone owners are more likely to use the more
advanced features available on their devices, for example
entertainment, retail, paying for things, with the age
range 16-35 more so.
Those who have a finance/banking app tend to be those
who are between 25-44 years, male, and in a professional/
management role.
Over 1 in 4 (27%) of the 10,000 mobile /smartphone users
in the survey, claim to use mobile banking such as viewing
balances, statements, making payments/transfers.
Currently, 20% of UK consumers state they make some
mobile payments – most are under 35 and are early
adopters, paying for items via PayPal for example, or
sending money to friends and family. 63% of smartphone
owners are either making mobile payments now (31%)
or interested in the future (32%). Types of mobile payment
being made include parking, tolls and transport, settling
bills in bars and restaurants and small daily purchases.
People who use mobile payments say that the main
reasons for doing so centre on convenience and speed
with 52% of users stating convenience as a main reason
for using it – it’s quick (51%), they don’t have to carry cash
(46%), they don’t have to queue (37%) and they don’t have
to carry their credit/debit cards around (31%).
Security is a major obstacle among non- users with 40%
saying they do not want to put their card details into their
mobile phone, while there are also significant levels of
concern over losing the phone and general worries about
lack of security and confidentiality. 25% of non-users also
do not trust the mobile networks, and 18% fears being
affected by network problems.
21% of mobile/smartphone owners would use their banks
online facility more if an alternative payment solution was
offered to them. This increases to 27% among
smartphone only, and 40% among current mobile
banking and payment users.
Smartphone users and current mobile payment users are
significantly more likely to buy items more often using
their phone if their bank offered this solution. Over 60% of
current mobile payment users would increase their usage.
Banks are the most trusted providers of the service.
Mobile payments – key findings

22 Mobile usage: attitudes and payments insight report 2013
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