Médiamétrie // NetRatings published in partnership with FEVAD – Federation of e-commerce and distance selling – the results of the 5 th wave Bosnia and Herzegovina Phone Number List of the survey on “Internet users and financial services”, including current accounts, financial products, insurance and credits. This year again, the study highlights the place of the web in the services of this sector and the many facilities it offers. A more particular interest was also brought for this wave on the role of social networks.
Almost 8 out of 10 Internet users manage their accounts online
The Internet is increasingly used for financial services. Now, 77% of Internet users (+ 2 points in one year) manage their financial products and services online. Despite a slight decline (-2 points vs. 2011), the agency remains the preferred location for Internet users for their financial activities: 83% travel there. On the web, Internet users prefer checking their balance and transactions on their accounts (70%), monitoring their savings (63%) as well as transfers (internal 64% and external 46%).
The Internet also offers, just a click away, a wide range of information for subscribing to financial products and services, thus strengthening competition between players. Internet is therefore becoming the first source of information: more than 1/3 of Internet users say they have searched for information online on banks and insurance during the last 6 months vs. 22% in branches.
The main motivations of Internet users for online research: comparing products, comparing prices and saving time.
More than 4 out of 10 mobile users surf on websites or applications related to finance Mobile internet offers the possibility of following your budget at any time: 45% of mobile users have surfed on websites or applications related to finance in the last 6 months and almost half of them have done so via an application.
Among mobile users who consult their bank balance online, 7% consult their accounts exclusively on their smartphones, more than half combine Smartphone and fixed Internet, and 42% do so only via fixed Internet.17% of Internet users ready to subscribe to an online banking organization
The potential of financial organizations only present on the Internet is significant: 16% of Internet users have an account or a product with a “pure player” and 17% are ready to subscribe (vs. 14% in 2011). Benefiting from competitive bank charges, advantageous rates and freely managing their accounts are the main motivations for Internet users wishing to subscribe to these online organizations.
For Marc Lolivier, General Delegate of FEVAD, “this disposition of Internet users to entrust their finances online demonstrates their interest in the services offered and their great confidence in the Internet. “.
Social networks, a communication asset for financial institutions?
Social networks represent an additional potential for communication and customer relations for financial institutions. To date, 7% of Facebook members say they are registered on a “fan page” of an organization (bank, insurer, credit, etc.) and 14% of Twitter subscribers say they “follow” threads concerning financial information. .
For Bertrand Krug, Director of Online Efficiency Measures at Mediametrie // NetRatings, “Financial institutions are still looking for credibility and legitimacy on social networks. 6 out of 10 internet users say they are “bothered by finding a financial organization on social networks”, but only 49% are among the young generation of 15-24 year olds ”.
Young people seem to be more inclined to integrate the banking world on social networks: 49% of young people aged 15-24 find that social networks give them a more modern image vs. 32% of Internet users.
The study was conducted in March 2012 among 2,888 Internet users aged 15 and over and aims to decipher multichannel behavior in the financial services sector: current accounts, banking products, loans, insurance and financial products.