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Brits Wary of New Technology in Banking, Despite High Demand

  • 63 percent of Brits have never used fingerprint or voice recognition to log in to their bank’s app

  • 52 percent rate face recognition as secure and just 35 percent rate voice recognition as secure

  • 70 percent still go into a branch to access services from their main banking provider

  • Yet, over two thirds (69 percent) agree banks should deliver the latest technologies to their customers and 80 percent believe banks should work together to ensure the latest payment systems work everywhere

While British consumers expect their banks to ensure that the latest technology is available, consumers’ rate of adoption does not necessarily meet the rate of innovation. Nearly a third (30 percent) of Brits say their bank is over-ambitious introducing additional services on different devices, saying they do not need or want more ways to interact. At the same time, over two-thirds (69 percent) expect their bank to be delivering the latest technology to them and a third (34 percent) say that since they started using devices to manage their money, their financial goals are clearer.

These are the findings of global bank ING, which published its seventh ING International Survey on ‘New Technologies’. The study of 14,824 respondents in 15 countries, including 13 across Europe, suggests that while Brits are optimistic about having the latest financial technology available to them, they are not necessarily adopting it as fast as it is becoming available.

For those who are using devices (i.e. tablets, phones or wearables) to manage their money, many agree they are keeping a closer track of their finances. Since they started using devices to manage their money, 67 percent say they view their account balance more frequently, 32 percent say they take less risk with their money and 41 percent say they now think about money more. 

While Brits are optimistic about having the latest financial technology available to them, they are not necessarily adopting it as fast as it is becoming available.

The conflicting views on expectation vs adoption may be due, in part, to a lack of trust in technology and concerns over the security of how we interact with tools. Only half of Brits (52 percent) rate facial recognition as a secure tool. This coupled with two in ten (22 percent) who believe voice recognition is not secure, indicates a gap between services provided and accepted amongst consumers.

Phil Bindley, Managing Director of The Bunker told TFT:

“Trust is a key factor for the adopting of technology and cloud based services. As organisations and individuals adopt new enabling technologies in the world of all things financial, businesses operating in this space will need to demonstrate they have robust and secure ways of not only identifying individuals, but in securing that personal data under their control.”

Further to this, 62 percent of people in the UK aren’t comfortable with a computer programme making investment decisions on their behalf and 41 percent say no to receiving recommended improvements to their spending habits from robo-advisers. In fact, 70 percent say they maintain the use of their local bank branch, in most cases in addition to the use of technology to access banking services.

When it comes to awareness around financial data sharing innovations, such as the Second Payment Services Directive (PSD2), many are in the dark. 52 percent of Brits say they are not aware that in some countries, providing consent is given, financial providers can access information held by other companies (i.e. your bank).  Similarly, 64 percent say they would not be happy to use this and only 23 percent say it would be useful, signifying that more can be done to alert consumers to the potential benefits of these latest banking developments.

Jessica Exton, Behavioural Scientist at ING, said:

“Many people are now mobile bankers, using multiple devices to manage their money on the go and across different platforms. Yet while a large majority agree that the latest financial technologies should be available to them, when it comes to newer digital ways of managing money, we see some hesitance around adoption. Concerns about security, privacy and maintaining control of finances appear to be key barriers.

Over time and if new digital approaches are shown to be reliable, useful and socially accepted, it is possible that the uptake of services such as automatically generated advice for budgeting and even investing could be rapid. That was the experience with the uptake of mobile banking. Consumers indicate that they want banks and other financial institutions to stay in the lead by developing new ways to help them manage their money despite any reluctance to accept them immediately.”


  • Editorial Director of the The Fintech Times

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