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Mobile Payment Report 2019 www.pwc.de Mobile Payment Report 2019 This report analyses customer acceptance of Mobile Payment in Germany, Austria, Switzerland, the Netherlands, Belgium and Turkey. Mobile Payment Report 2019 Published by PricewaterhouseCoopers GmbH Wirtschaftsprüfungsgesellschaft By Prof Dr Nikolas Beutin and Maximilian Harmsen March 2019, 40 Pages, 6 Figures, Soft cover All rights reserved. This material may not be reproduced in any form, copied onto microfilm or saved and edited in any digital medium without the explicit permission of the editor. This publication is intended to be a resource for our clients, and the information therein was correct to the best of the authors’ knowledge at the time of publication. Before making any decision or taking any action, you should consult the sources or contacts listed here. The opinions reflected are those of the authors. The graphics may contain rounding differences. © March 2019 PricewaterhouseCoopers GmbH Wirtschaftsprüfungsgesellschaft. All rights reserved. In this document, “PwC” refers to PricewaterhouseCoopers GmbH Wirtschaftsprüfungsgesellschaft, which is a member firm of PricewaterhouseCoopers International Limited (PwCIL). Each member firm of PwCIL is a separate and independent legal entity. Preface Preface People have been exchanging goods The report is based on a representative, and services via various means of international survey of the general payment for as long as humans have population on the topic of “Mobile existed. From gold coins to hand- Payment” that was commissioned crafted leather sheets, the apparatus by PwC. Between September and for these exchanges has always October 2018, the survey reached reflected the current needs and 5,500 people across six countries: customs of society. In our digitally Germany, Austria, Switzerland, the connected world, Mobile Payments Netherlands, Belgium and Turkey. now offer unprecedented potential to change the way we pay for goods We define Mobile Payment as a non- and services. cash payment for goods or services that is made using a smartphone or In theory, Mobile Payment should: tablet. Mobile Payment can occur in • Make transactions simpler and faster, the following situations: • Increase transaction security, • At a stationary point of sale (POS), • Enable transparency of transactions, such as a shop or petrol station and • At a vending or ticketing machine Prof Dr Nikolas Beutin • Remove the burden and risk of • On a mobile website Customer Practice Leader, PwC Europe carrying cash. • Through a smartphone app with an integrated payment function This report aims to understand people’s attitudes to using Mobile One special case of Mobile Payment Payment technology and evaluate is the transfer of money between future payment trends. two individual people. This is known as person-to-person (P2P) payments. We will consider Mobile Payment in terms of: All in all, we believe the future looks • Mobile Payment usage areas extremely promising for the penetration • Advantages and disadvantages of and acceptance of Mobile Payment Mobile Payment in these six countries, and expect the • Future expectations about Mobile future to feature further steps towards Payment becoming a cashless society. • Requirements that would increase the penetration of Mobile Payment Please reach out to us to discuss the • Attitudes to alternative providers results of this report. (like banks) • Technology companies’ current Maximilian Harmsen reputations Digital Payments Leader, PwC Germany Mobile Payment Report 2019 3 Table of Contents Table of Contents Table of Figures ....................................................................................................... 5 A Mobile Payment widely accepted and used .................................................... 6 B Mobile Payment 2019 – Country Deep Dive .................................................. 14 1 Germany ......................................................................................................... 15 2 Austria ............................................................................................................ 21 3 Switzerland ..................................................................................................... 25 4 The Netherlands ............................................................................................. 29 5 Belgium .......................................................................................................... 32 6 Turkey ............................................................................................................. 35 Contacts ................................................................................................................ 38 4 Mobile Payment Report 2019 Table of Figures Table of Figures Fig. 1 Which payment methods are used? .......................................................... 7 Fig. 2 How often will payment methods be used in future? ................................ 8 Fig. 3 What are Mobile Payments used to pay for today or will be in the future? ............................................................................................... 9 Fig. 4 What are the advantages and disadvantages of Mobile Payment? .........11 Fig. 5 What is the image of the local bank? ....................................................... 12 Fig. 6 What image do FinTechs have? ................................................................ 13 Mobile Payment Report 2019 5 Mobile Payment widely accepted and used A Mobile Payment widely accepted and used 6 Mobile Payment Report 2019 Mobile Payment widely accepted and used Although Mobile Payment is gaining campaigns run by retail banking of respondents stating that they traction, it is still way behind companies, as well as the overall cash use it. Surprisingly, Turkey has the traditional payment methods in balance of Turkish consumers. The lowest rate of online payment, with terms of usage frequency Netherlands, on the other hand, has 58%. This might be directly linked to Traditional payment methods are the lowest usage frequency for credit some regulation issues that Turkish widely used across all of the countries cards, with 48%. Contactless payment consumer have been facing. surveyed. Around 90% of respondents lags behind other forms due to low stated that they use cash, SEPA levels of infrastructure penetration, On the other hand, Mobile Payment transfer and debit card frequently. hand in hand with safety concerns is very popular in Turkey, with a 65% The only exception was the use of when compared to credit card usage. usage rate. Germany has the lowest SEPA transfers in the Netherlands and Usage rates for contactless payment rate of Mobile Payment usage, with Belgium, with 72% and 60% usage are only significant in Turkey and 25%, which seems to be correlated rates respectively. the Netherlands, with 61% and 70% to the higher safety concerns. The respectively. Netherlands and Belgium have an Credit card usage varies widely across above average rate of usage compared countries. Turkish respondents had Online payment is frequently used in to the other countries surveyed, with the highest usage rate, with 79%. Germany, the Netherlands, Belgium 51% and 47% respectively. This is probably due to the numerous and Austria, with more than 80% Fig. 1 Which payment methods are used? Mobile Payment is used much more frequently in Turkey, Belgium and the Netherlands than in German-speaking countries. The Germany Austria Switzerland Netherlands Belgium Turkey Cash 98% 99% 97% 97% 98% 97% girocard/EC card 92% 97% 83% 94% 78% 92% Online payment methods 90% 84% 69% 94% 83% 58% SEPA transfer 90% 91% 92% 72% 60% 88% SEPA Direct Debit Mandate 88% 84% 50% 61% 19% 79% Credit Card 65% 70% 85% 48% 73% 87% contactless payment via NFC 32% 57% 54% 70% 39% 61% with girocard or credit card Instant payments1 31% 45% 37% 33% 51% 65% Mobile Payments over 25% 32% 35% 51% 47% 65% smartphone or tablet2 Transfer via a non-banking 22% 19% 25% not collected not collected 38% institution Basis: all survey participants, D: N = 1,000, AT, CH, NL, BE, TR: N = 500 in each case 1 electronic realtime transfers where payment is debited and credited in seconds, 24 hours per day 2 ie, contactless payment using mobile devices Mobile Payment Report 2019 7 Mobile Payment widely accepted and used Mobile Payment will complement Online payment will gain further Respondents in Switzerland and rather than replace traditional traction, especially in Switzerland and Turkey will also use Mobile Payment payment methods Turkey. It is stated that usage rates will more frequently, with a rise from 35% Traditional payment methods can rise from 69% to 82% in Switzerland to 59% in Switzerland and from 65% to be expected to remain dominant in and from 58% to 78% in Turkey, which 82% in Turkey. the near future, with more than 90% is a substantial increase. of respondents stating that they will New payment technologies, such as continue to use cash, SEPA transfer Mobile Payment also is expected payment using biometric features and debit card. to grow strongly. Respondents in (finger prints, facial recognition, etc.), in- Germany and Austria stated that car payment and IoT payment remain they will use Mobile Payment almost unpopular among consumers, with twice as often in the near future. stated usage rates of around 10–15%. Fig. 2 How often will payment methods be used in future? Mobile Payment is likely to complement rather than replace traditional methods. But people remain sceptical about biometric and automated methods.
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