Contactless and Mobile Payments...I’d still mainly swipe or dip my credit card USA UK AUS If...
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Contactless and Mobile Payments
Transcript of Contactless and Mobile Payments...I’d still mainly swipe or dip my credit card USA UK AUS If...
Contactless and Mobile Payments
Surveyed 1087 US consumersand 683 consumers in UK and
Australia
Adoption in Different Markets
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
US UK Aus
Yes No
Have you ever used a contactless payment method like a contactless card or smart phone (like Apple Pay, Samsung Pay, Android Pay,
tapping or holding credit card near terminal, etc.)?
Security Type Sentiment
0% 10% 20% 30% 40% 50% 60% 70%
Cash is totally secure
Cash is somewhat secure
Cash is somewhat insecure
Cash is totally insecure
Traditional debit/credit card are totally secure
Traditiona debit/credit card are somewhat secure
Traditional debit/credit card are somewhat insecure
Traditional debit/credit card are totally insecure
Contactless debit/credit card are totally secure
Contacless debit/credit card are somewhat secure
Contactless debit/credit card are somewhat insecure
Contactless debit/credit card are totally insecure
Apple Pay is totally secure
Apple Pay is somewhat secure
Apple Pay is somewhat insecure
Apple Pay is totally insecure
Samsung Pay is totally secure
Samsung Pay is somewhat secure
Samsung Pay is somewhat insecure
Samsung Pay is totally insecure
Chip and pin debit/credit card are totally secure
Chip and pin debit/credit card are somewhat secure
Chip and pin debit/credit card are somewhat insecure
Chip and pin debit/credit card are totally insecure
How secure do you think the following payment methods are? Please select one option for each payment method
Reasons for Non Usage
0%
10%
20%
30%
40%
50%
60%
70%
Security reasons. I don’t trust adding my
credit card to my smartphone
It is still easier to just use my credit card
I don’t want to pay any additional fees to
use the service
Not enough retailers I shop at support it
I don’t understand enough about how it
works
I don’t trust the transaction is secure
Other (please specify)
US UK AUS
80% of respondents ~ 20% of respondents
Retailer Action to Drive Usage for Non Contactless Consumers
0%
10%
20%
30%
40%
50%
60%
Clearly let me know it is supported and accepted at their
terminal
Greater awareness if it is accepted at the places I shop
Tie it closely to my loyalty card so I can get special benefits
Help me understand the security benefits to the retailer and to me as a customer
Make it easier to enroll my current credit card and
specific loyalty card
Offer itemized receipts on your
phone
Other (please specify)
US UK/AUS
Which of the following things could retailers do to incentivize you to use a form of contactless payment? (Please select all that apply.)
Just the Beginning for Mobile Payments
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Very familiar Somewhat familiar Not that familiar Not familiar at all
US UK/AUS
How familiar are you with mobile payment with Apple Pay, Android Pay, or Samsung Pay (tapping or holding your
smartphone on/near the terminal)?
The Tale of Different Markets
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Mobile Phone Smart Card (payment card not linked to a bank account)
Key fob Credit/Debit Card None of these
US UK AUS
Have you ever used the following contactless payment methods? Please select all that apply
Usage Frequency
0%
5%
10%
15%
20%
25%
30%
35%
40%
Daily Few times a week Few times a month Every few months Longer
US UK/AUS
How often would you estimate you use a form of contactless payment? (Like Apple Pay, Android Pay, Samsung Pay, tapping/holding credit card on/near
terminal?
Usage Frequency – By Age UK/AUS
How often would you estimate you use a form of contactless payment? (Like Apple Pay, Android Pay, Samsung Pay, tapping/holding credit card on/near
terminal?
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Daily Few times a week Few times a month Every few months Longer
18-29 30-44 45-59 60+
Satisfaction is High
VerySatisfied47.9%
SomewhatSatisfied29.2%
Notsatisfiedordissatisfied16.1%
Somewhatdissatisfied
5.7%
Verydissatisfied1%
VerySatisfied39.8%
Somewhatsatisfied44.9%
Notsatisfiedordissatisfied
11%
Somewhatdissatisfied4.2%
Verydissatisfied0%
US = 77%
UK = 87.7%
VerySatisfied40.8%
Somewhatsatisfied38%
Notsatisfiedordissatisfied16.8%
Somewhatdissatisfied
3.4%
Verydissatisfied1%
AUS = 78%
Usage Intention
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
For every single purchase (100%) For some purchases but not all (>50%)
Depends on what I’m buying (<20%)
I’d still mainly swipe or dip my credit card
USA UK AUS
If contactless transactions (Apple Pay, Samsung Pay, Android Pay, tapping physical credit card) were supported at every merchant
you shopped how often would you use it?
Barriers to Usage Among Contactless Using Consumers
0%
10%
20%
30%
40%
50%
60%
70%
Lack of contactless terminals at most retailers I shop
Still concerned about the security of mobile phone
payments
Still concerned about the security of contactless card
payments
Forget I can use it Not sure if retailer supports
contactless payments
I do not have a phone that has a finger scan which
would be more secure and convenient
Still easier to pull out my credit card from wallet/purse
than use my smartphone
Other (please specify)
US UK/AUS
What would you say are the main reasons for not using a form of contactless payment (Apple Pay, Samsung Pay, Android Pay, tapping physical credit card) more often? (Please check all that apply.)
Consumer Incentives to Drive Usage
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Highly likely Likely Somewhat likely Not likely at all
US UK AUS
If a retailer gave you exclusive loyalty points/perks for using a form of contactless payment over swiping or dipping your credit card how likely
would it be you would use contactless more at that retailer?
Goes to 55% when average transaction value is over 15$/£
Sentiment for Mobile Contactless
Thinking about your usage of Apple Pay, Android Pay, or Android Pay, which statements below do you most agree
with? Check all that apply?
0%
10%
20%
30%
40%
50%
60%
When it works it is like magic
I wish all retailers would support it
It is so convenient and fast I'd use it
every chance I could
I'd like it to be more clear at retail if Apple Pay or Android Pay is
supported
I'd love retailers to better integrate Apple
Pay or Android Pay with my loyalty cards
The security benefits compel me to use it
as well
While nice, I still prefer to use my
credit card over my smartphone.
US UK AUS
