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Digital Banking Consumers Still Don’t Fully Trust Online Bill Pay

via bank innovation: Convenience, not trust, is why people choose to pay their bills online, according to Fiserv’s quarterly report on consumer payment trends.

The report, titled “Expectations & Experiences: Consumer Payments,” was released last week. It revealed that while 59% of consumers surveyed paid bills online, more than half of them said they did not trust the internet and only paid their bills online because it was more convenient than other methods of payments. Among those that revealed security concerns, about 64% were millennials, the survey found.

Devin McGranahan, senior group president, Fiserv, said in the report:

Security concerns are the top reason for those that don’t use digital methods for bill payment. Among this lot, 52% believe that snail mail is more secure than online payments. Others are confused about the features that exist on their banking mobile app. Even among those that use their mobile banking app, confusion on what’s available on the app and how to use it seems to be a common phenomenon according to Fiserv’s report. The survey found that 33% of consumers did not know how to use certain features on their banking mobile app.

Despite this, however, the mobile device is an increasingly important tool for making payments.

The survey found that aside from bill pay, other payment tools like digital wallets and FI-based P2P are also seeing increased consumer adoption YOY. Among active mobile users (those that used the service at least once in the past 30 days), there was a YOY increased use across digital wallets (53%), mobile bill pay (48%) and financial institution-based P2P service (44%).


With adequate marketing and consumer awareness, banks can increase their number digital as well as mobile users further. Just look at the larger banks such as JPMorgan Chase, Bank of America, and Wells Fargo, all of which have millions of mobile users, yet lower penetration rates from digital to mobile. According to Fiserv’s report, consumer awareness can solve part of this issue.

Read the full report here.

The survey was conducted online in the U.S. by Harris Poll between November 27 and December 21, last year. A total of 3,114 people, 18 years and older were surveyed. Respondents were required to have a checkings account, which they had used to pay a bill in the past 30 days of the survey.

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