Driven by the excellent
opportunity provided by mobile banking to enhance existing customer services,
nearly a third of the world's largest financial organizations are planning to
launch mobile banking services in the next 12 to 24 months, according to a
recent survey commissioned by Sybase 365, a subsidiary of Sybase, Inc. (NYSE:
SY), the global leader in mobile messaging services.
The survey, which was conducted by independent research company Loudhouse,
pooled the views of 92 of the world's top financial institutions (32 European
banks, 30 banks in the United
States and 30 banks from the Asia-Pacific
Results revealed that 66
percent of banks consider mobile banking an excellent opportunity to enhance
existing customer service. While provision of such services is
considerably advanced in European and Asia-Pacific regions compared to the U.S., growth is projected to be strongest in the
U.S. with 53 percent of U.S. banks
surveyed expecting to launch mobile banking services within the next 24 months.
"Key factors for financial
institutions offering mobile banking are not solely commercial, such as
reducing costs or generating revenue," said Matthew Talbot, vice president,
mCommerce for Sybase 365. "Mobile banking provides unique opportunities
for customer interaction and retention."
This broadening momentum should be encouraging for the consumer respondents to
Sybase 365's 2007 mobile banking survey, 33 percent of whom expressed a desire
to deal with finances on the move. A key element in increasing adoption,
which is mirrored in the 2007 consumer study, is the level of awareness that
customers have of mobile banking services. It appears that banks are
responding to the lack of awareness felt by consumers, with 65 percent of the
banks who currently offer mobile services stating that marketing budgets and
activities to raise awareness are part of their strategic plan for 2008.
The most common mobile banking services currently available to customers
include balance on demand (offered by 87 percent of banks with mobile banking
services), transaction alerts (77 percent), money transfers (74 percent) and
balance alerts (71 percent). Of those banks that offer such services, the
top reasons for doing so are to improve the customer experience (87 percent),
to extend internet banking (81 percent) and to achieve competitive advantage
"Mobile Banking: The Second Wave.
Global Mobile Banking Survey 2008"
targeted decision makers within the financial sector responsible for the
delivery of mobile and/or internet banking. The sample included 32
European banks, 30 US
banks and 30 banks from the Asia-Pacific region, a representative distribution
of tier 1, 2, and 3 banks was also achieved. The research was complete in
February 2008 and managed by Loudhouse research, an independent research consultancy
based in the UK.
To download a free copy of
the 2008 study or the 2007 Consumer study: "Nano-economics: Mobile Opportunities for the Financial Sector", visit