Offering banking services in a mobile world Denise Buckton Head of - - PowerPoint PPT Presentation

Offering banking services in a mobile world

Denise Buckton Head of Mobile and Phone Banking

Evolution of ANZ & NBNZ Mobile Banking

2007 2011 2012 2010

NBNZ Mobile Banking for Android Aug 2012

2009 2008

ANZ goMoney for iPhone April 2011 Txt Banking and M-Banking java app for ANZ & NBNZ Feb 2007 NBNZ iBank for iPhone 2008 M-Banking browser for ANZ & NBNZ Feb 2011

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

• 50M transactions annually and

growing rapidly

• Each week more customers

sign up for Mobile Banking than for Internet Banking

Mobile Banking Internet Banking

ANZ & NBNZ Mobile Banking customers – who are they?

• Age

0 to 17 18 to 24 25 to 34 35 to 44 45 to 54 55 to > 75 30% 29% 3% 17% 11% 6% Gender

= 51% = 44% ? = 5%

Products

• Higher FUM
• products
• Mortgage
• <$1k
• Savings
• Txn
• Loan
• $1k-$5k
• Savings
• Txn
• 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

19% 20% 21% 23% 24% 25% 26% 28% 30% 31% 32% 35% 36% 36% 37% 38% 39% 81% 80% 79% 77% 76% 75% 74% 72% 70% 69% 68% 65% 64% 64% 63% 62% 61% goMoney logons IB logons

Source: ANZ Australia, 2012

Thank you