The use of digital channels is growing (smartphone e tablet) by bank customers.
This is what the ABI Lab-Doxa online survey tells us, contained in the ABI Lab Annual Report on Digital Banking, which analyzes and describes the perception and behavior of Internet and Mobile Banking users to understand their main needs and expectations.
Who is the user
By analyzing the profile of the digital customer, substantial gender equality emerges, the 29% of the interviewees is under 34, about 40% has a high educational qualification (Graduation) and about half (48%) is an employee. The 46% is multi-banked with respect to 30% of the overall panel (1.033 Mobile and Internet Banking users, representative of the Italian population who have access to the Internet and carry out information or dispositive operations- via app, Mobile site e/o PC).
What are the most used services
While PCs and smartphones are now equivalent in terms of use for digital operations, it should be noted that the choice of technical support is mainly dictated by the context in which the operation is appropriate. These are the most common:
· Searching for branches and booking branch appointments
· View the balance of accounts and payment cards
· More complex dispositive operations, such as F24, payments (tax, mav, cbill and car tax)
Bank transfers
The 37% of respondents have increased their use of Internet Banking since it has been active on Mobile, confirming that the two channels feed each other self.
Alex Gaetani
Source: ABI Lab's annual report on Digital Banking