United Kingdom Research conducted by Comissioned by Oscar Berglund CEO of Trustly This survey shows that even if European consumer’s online-banking habits differs between the countries, they share a high trust in their bank. There is a demand for an online-banking based payment solution when shopping online. This is encouraging as at Trustly we see the bank account as the hub of people’s financial lives. Country Overview United Kingdom UK bank customers access their account online in record numbers - high trust in their main bank While all major banks offer facilities to transfer money, pay bills and manage accounts digitally, many customers still prefer to bank in person, or by phone. Brits still use digital banking to check their balance but are falling behind their European counterparts like Germany, the Netherlands and Sweden in embracing the whole scope of the services available to them online. Gender Marital Status 51% Married/living 58% with girl-boyfriend Living alone 25% Living with parents 13% 49% Other 4% Age Groups Consumer habits 23% 21% 91% 94% CHILDREN UNDER 10 CHILDREN AGED 10 TO 18 DOES ONLINE BANKING SHOPS ONLINE Household Income 100% 22% 14% 17% 13% 8% 8% 10% 0% 4% 2% 1% 1% 1% £0-999 £1000 £2000 £3000 £4000 £5000 £6000 £7000 £8000 £9000 MORE THAN DON'T -1999 -2999 -3999 -4999 -5999 -6999 -7999 -8999 -9999 £10 000 KNOW Q1 Q2 Q3 Which bank(s) are you a Which bank do you consider Which customer of? to be your main bank? accounts/services do you use at the following banks? Page 4 Page 5 Page 6 Q4 Q5 Q6 To what extent do you trust What is your overall your main bank? satisfaction with your main bank? Page 9 Page 10 Page 11 Q7 Q8 Q9 How often do you use To what extent do you agree To what extent do you online banking with the or disagree with these use your main bank's following banks? statements regarding your online banking services in main bank? the following situations Page 12 Page 15 Page 16 Q10 Q11 Q12 What do you use your Approximately how often do What authentication main online bank for? you log in to your main bank methods do you usually use online via the following when logging in to your methods? main bank? Page 17 Page 18 Page 19 Q13 Q1 To what extent do you agree or disagree with the following statements with regards to this service Trustly demo)? Page 20 Page 21 United Kingdom Page 3 © Trustly Group AB Q1 Which bank(s) are you a customer of ? Percentage (%) 10 20 30 40 50 60 70 80 90 100 Barclays 20% Halifax 20% NatWest 19% Santander UK 19% Nationwide 18% HSBC 15% Lloyds Bank 13% Lloyds TSB 12% RBS 6% Co-operative Bank 6% Bank of Scotland 5% First Direct 4% Other bank 4% M&S Bank 4% Yorkshire Bank 4% Metro Bank 3% Clydesdale Bank 2% Post Oce 2% Smile 1% Ulster Bank 1% Cahoot 1% Handelsbanken 0% Don't know 0% Population United Kingdom Page 34 © Trustly Group AB Q2 Which bank do you consider to be your main bank? Percentage (%) 10 20 30 40 50 60 70 80 90 100 NatWest 14% Barclays 13% Santander UK 11% HSBC 11% Halifax 10% Nationwide 9% Lloyds TSB 7% Lloyds Bank 7% RBS 4% Co-operative Bank 3% First Direct 2% Bank of Scotland 2% Yorkshire Bank 2% Clydesdale Bank 1% M&S Bank 1% Smile 1% Ulster Bank 0% Metro Bank 0% Cahoot 0% Handelsbanken 0% Post Oce 0% Other bank 2% Population United Kingdom Page 35 © Trustly Group AB ���� Q3: 1/3 Which accounts/services do you use at the following banks? 80% Current account 80% Current account 51% Savings account 41% Savings account 11% Mortgage loan 8% Mortgage loan 7% Personal loan 5% Personal loan HSBC Bank Barclays 9% Investments Bank 6% Investments 7% Insurance 9% Insurance 8% Other services 9% Other services 2% Don't know 2% Don't know 78% Current account 80% Current account 46% Savings account 43% Savings account 6% Mortgage loan 13% Mortgage loan Lloyds 4% Personal loan Santander 5% Personal loan Bank 6% Investments UK Bank 7% Investments 7% Insurance 1% Insurance 10% Other services 6% Other services ���� 4% Don't know ���� 2% Don't know 61% Current account 52% Current account 37% Savings account 37% Savings account 9% Mortgage loan 22% Mortgage loan Yorkshire 3% Personal loan Clydesdale 13% Personal loan Bank 14% Investments Bank 12% Investments 0% Insurance 5% Insurance 8% Other services 10% Other services 6% Don't know ���� 5% Don't know 47% Current account 63% Current account 43% Savings account 30% Savings account 9% Mortgage loan 5% Mortgage loan Metro 9% Personal loan Co-operative 4% Personal loan Bank 18% Investments Bank 4% Investments 19% Insurance 7% Insurance 7% Other services 10% Other services ���� 11% Don't know ���� 7% Don't know United Kingdom Page 36 © Trustly Group AB Q3: 2/3 Which accounts/services do you use at the following banks? 81% Current account 64% Current account 60% Savings account 43% Savings account 14% Mortgage loan 6% Mortgage loan Nationwide 8% Personal loan Ulster 6% Personal loan Bank 4% Investments Bank 20% Investments 8% Insurance 10% Insurance 8% Other services 7% Other services �� 1% Don't know ���� 9% Don't know 75% Current account 86% Current account 51% Savings account 50% Savings account 8% Mortgage loan 10% Mortgage loan RBS 6% Personal loan NatWest 6% Personal loan 10% Investments 8% Investments 6% Insurance 8% Insurance 13% Other services 3% Other services �� 4% Don't know ���� 2% Don't know 71% Current account 83% Current account 48% Savings account 45% Savings account 15% Mortgage loan 5% Mortgage loan Halifax 7% Personal loan Lloyds TSB 6% Personal loan Bank 7% Investments Bank 6% Investments 6% Insurance 4% Insurance 10% Other services 9% Other services �� 2% Don't know ���� 2% Don't know 66% Current account 81% Current account 41% Savings account 58% Savings account 14% Mortgage loan 7% Mortgage loan Bank of 2% Personal loan First Direct 10% Personal loan Scotland 18% Investments Bank 14% Investments 7% Insurance 3% Insurance 9% Other services 2% Other services �� 5% Don't know ���� 9% Don't know United Kingdom Page 37 © Trustly Group AB Q3: 3/3 Which accounts/services do you use at the following banks? 61% Current account 38% Current account 48% Savings account 52% Savings account 7% Mortgage loan 13% Mortgage loan Smile 7% Personal loan Cahoot 0% Personal loan Bank 9% Investments Bank 37% Investments 0% Insurance 13% Insurance 0% Other services 0% Other services �� 15% Don't know ���� 11% Don't know 0% Current account 39% Current account 62% Savings account 40% Savings account 0% Mortgage loan 6% Mortgage loan Handelsbanken 38% Personal loan M&S Bank 3% Personal loan 0% Investments Bank 24% Investments 0% Insurance 6% Insurance 0% Other services 18% Other services �� 0% Don't know ���� 6% Don't know 9% Current account 54% Current account 34% Savings account 53% Savings account 0% Mortgage loan 6% Mortgage loan Post Oce 17% Personal loan 4% Personal loan Other Bank Bank 17% Investments 7% Investments 5% Insurance 3% Insurance 19% Other services 23% Other services �� 15% Don't know ���� 2% Don't know United Kingdom Page 38 © Trustly Group AB Q4 At which bank do you have your… Main Current Account Main SavingsMain Savings Account Account 10152025 05 5 10 15 20 25 Barclays 13% 8% NatWest 13% 7% Santander UK 11% 5% HSBC 10% 7% Halifax 9% 6% Nationwide 9% 8% Lloyds Bank 7% 5% Lloyds TSB 7% 4% RBS 4% 2% First Direct 2% 2% Bank of Scotland 2% 1% Co-operative Bank 2% 1% Yorkshire Bank 2% 1% Other bank 2% 2% Clydesdale Bank 1% 0% Smile 1% 0% Ulster Bank 0% 0% M&S Bank 0% 1% Metro Bank 0% 1% Cahoot 0% 0% Handelsbanken 0% 0% Post Oce 0% 0% United Kingdom Page 39 © Trustly Group AB Q5 To what extent do you trust your main bank? Percentage (%) 100 95 90 85 84% 80 75 70 65 60 55 50 45 40 36% 35 30 28% 25 20% 20 15 10 9% 5 3% 2% 1% 1% 1 2 3 4 5 6 7 Sum(5-7) Don't know I don’t trust my I completely trust main bank at all my main bank United Kingdom Page 310 © Trustly Group AB Q6 What is your overall satisfaction with your main bank? Percentage (%) 100 95 90 86% 85 80 75 70 65 60 55 50 45 40 34% 35 32% 30 25 20% 20 15 10 8% 5 3% 1% 1% 1% 1 2 3 4 5 6 7 Sum(5-7) Don't know Very unsatisfied Very satisfied United Kingdom Page 311 © Trustly Group AB Q7: 1/3 How often do you use online banking with the following banks? 11% Every day 18% Every day 19% Every other day 21% Every other day 32% Once per week 25% Once per week HSBC 15% Once every couple of weeks Barclays 10% Once every couple of weeks Bank 3% Once per month Bank 7% Once per month 5% Less than once per month 5% Less than once per month 14% Never 13% Never 1%��� Don't know �0%��� Don't know 17% Every day 12% Every day 25% Every other day 18% Every other day 22% Once per week 28% Once per week Lloyds 9% Once every couple of weeks Santander UK 12% Once every couple of weeks Bank 6% Once per month Bank 11% Once per month 5% Less than once per month 5% Less than once per month 15% Never 13% Never 1%��� Don't know �1%��� Don't know 13% Every day 17% Every day 31% Every other day 0% Every other day 21% Once per week 38% Once per week Yorkshire 3% Once every couple of weeks Clydesdale 16% Once every couple of weeks Bank 4% Once per month Bank 5% Once per month 11% Less than once per month 5% Less than once per month 17% Never 15% Never 0%��� Don't know �3%��� Don't know 24% Every day 13% Every day 20% Every other day 18% Every other day 23% Once per week 15% Once per week Metro 5% Once every couple of weeks Co-operative 16% Once every couple of weeks Bank 13% Once per month Bank 6% Once per month 0% Less than once per month 5% Less than once per month 15% Never 27% Never 0%��� Don't know �0%��� Don't know United Kingdom Page 312 © Trustly Group AB Q7: 2/3 How often do you use