Expectations & Experiences: Consumer Payments provides insights that financial institutions, billers and other providers can use to understand consumer needs to drive adoption, satisfaction and long-term profitable relationships. Key findings include:

  • Consumers overwhelmingly favor enhancements that enable real-time transactions such as same-day posting, real-time balances and instant alerts
  • Security is top of mind and influences decision making. For example, 64 percent of consumers who don't use mobile banking say it is due to security concerns
  • Awareness is a key barrier. For example, 45 percent of consumers don't actually know if their financial organization's bill pay service offers the ability to receive or view bills online

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