Offering banking services in a mobile world Denise Buckton Head of Mobile and Phone Banking
Evolution of ANZ & NBNZ Mobile Banking Txt Banking NBNZ iBank M-Banking ANZ goMoney NBNZ Mobile Banking and M-Banking for iPhone browser for for iPhone for Android java app for 2008 ANZ & NBNZ April 2011 Aug 2012 ANZ & NBNZ Feb 2011 Feb 2007 2007 2008 2009 2010 2011 2012
ANZ & NBNZ Mobile Banking – the numbers • Over 400k customers registered for Mobile Banking • Smartphone apps used by 35% and growing • Smartphone customers use their banking apps daily • More active than Txt- or M- Banking customers Internet Banking • 50M transactions annually and growing rapidly • Each week more customers sign up for Mobile Banking Mobile Banking than for Internet Banking
ANZ & NBNZ Mobile Banking customers – who are they? • Age 18 to 24 25 to 34 35 to 44 55 to > 75 0 to 17 45 to 54 3% 29% 30% 17% 11% 6% � Gender = 44% ? = 5% = 51% � Products • Higher FUM • <$1k • $1k-$5k • � � � products � • Savings • Savings • Mortgage • Txn • Txn • Loan • C/card
What have we learnt: it’s not just about Technology • Building a business case • App vs. browser • Geography • Apple vs. Google • Customer feedback • Manage the channel
What have we learnt: ANZ goMoney changed customer behaviour • Drives new account openings and the re-activation of existing dormant accounts • Satisfaction with ANZ goMoney is the number one factor in account reactivations • Two out of three customers have recommended the app to others • ANZ goMoney customers are highly likely to consider ANZ for other banking products in future
What have we learnt: a final observation • Offer a great experience and customers will move away from online in favour of mobile goMoney logons IB logons 81% 80% 79% 77% 76% 75% 74% 72% 70% 69% 68% 65% 64% 64% 63% 62% 61% 39% 38% 37% 36% 36% 35% 32% 31% 30% 28% 26% 25% 24% 23% 21% 20% 19% Source: ANZ Australia, 2012
Thank you
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