Survey by Integral confirms: Customers expect mobile banking

  • 45%  of smart phone owners want to check their bank accounts via cell phone
  • New iPhone APP and mobile banking for all smart phones as of 25 June
  • Customers can develop net banking APPs themselves
  • New communication media: Facebook, video consulting and webinars

“Nothing can replace personal interaction with human beings,” said Peter Bosek, Member of the Management Board of Erste Bank. “But we want to be a multi-channel bank that gives customers access to consulting and services via all channels.” Thus, the management of Erste Bank Oesterreich views this direction as the clear strategy for the future: In addition to the traditional retail branch business, the focus is now also the new forms of communication. “This is an absolutely necessary supplement. Banks also need to understand that social media and mobile communication are increasingly becoming routine activities.”

Bank transactions over the smart phone have become “commonplace”

A majority of Austrians expect banks to optimize their net banking services for smart phones. According to the latest survey conducted by Integral, expectations refer to simple banking transactions and service applications. One fourth of smart phone users want to execute funds transfers via their cell phones, 45% want to check their accounts and 41% expect a simple way of blocking credit and ATM cards in case of loss or theft. Internet use was 80% in the second quarter 2011 and the trend is clearly moving towards mobile touch phones. One third of Austrians (i.e. 43% of Internet users) already own a smart phone and the willingness to install APPs is very high. A share of 68% of users have already installed APPs, and 21% know how it works, only 11% do not know how to install an APP on a cell phone.

[1] Application: Applications for smart phones that can be acquired via the integrated online shop and installed directly onto the smart phone.

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