- TSB sees the rate of mobile banking registrations almost treble.
- Over a quarter of Brits who use mobile banking feel more confident using mobile and online banking.
- Two-thirds of mobile banking users say they are benefiting from the convenience and 24/7 access.
- A quarter of Brits think they will use mobile/internet banking more after the pandemic than they did before.
TSB has seen a surge in demand from customers using its mobile app and online banking following the outbreak of Covid-19. Since lockdown started on 23rd March, TSB’s own data shows that the average number of customers registering for the mobile app has nearly trebled from just over 1,270 to almost 3,480 every day, reaching over 4,000 on some days. Enrolments for internet banking have risen by 137% over the same period.
Research into the uptake of mobile and online banking from TSB shows that more than a quarter of Brits who use mobile or online banking are feeling more confident using this service (27%), and two-thirds of mobile or online bank users say they have benefited from the convenience (69%) and 24-hour access (66%) to their bank accounts.
Top reasons for using mobile or online banking among users is to look at their bank balance (83%), money transfers (73%) and paying bills (52%).
The research indicates a permanent shift to online and mobile banking for some consumers with a quarter (25%) of Brits saying that they will use mobile or online banking more after the pandemic than they did prior to the outbreak.
TSB’s Chief Operating Officer, Suresh Viswanathan, comments: “This shows the size of the shift in the way people are banking. Not only are more customers discovering the benefits of banking and shopping online, but it’s also encouraging to see there’s an increased level of confidence amongst consumers. By combining the great service in our branches and over the phone with even more functionality in digital banking we can meet our customers' needs however they choose to bank with TSB.”
Covid-19 has sparked a change in the way we bank, but fear of fraud continues to be a worry for the over 55s age group. For the over 55s age group with a smartphone, 50% use mobile banking, while this figure rises to 76% for those aged 35-54, and 87% for those aged 18-34. The main reasons for this age group not using mobile banking as much as under 55s were: ‘fear of fraud’ (39%), and ‘fear of losing phone and bank details being compromised’ (37%).
However, through its own data, TSB has seen an increase in the number of online banking and mobile app registrations from the 55+ age group in response to Covid-19 with almost 25,000 registrations since the beginning of lockdown.
TSB’s industry leading Fraud Refund Guarantee protects customers from all fraud losses and provides peace of mind when banking online or through the mobile app.
Brits engaging with their finances more during lockdown
TSB’s research also revealed that lockdown has prompted more people to take a closer look at their finances with a quarter (25%) saying that they have started to check their bank online balance more since lockdown began. The majority of Brits (56%) will check their balance at least a few times a week with a quarter (24%) checking it once a day or more. The reasons for this increase could be:
- ‘Having more time to engage with finances’ - 44% (of all respondents)
- ‘Feeling financially better off since being in lockdown and therefore more inclined to look at my bank balance’ – 29%
- Reviewing unnecessary spending habits before lockdown began and making plans to waste less money in the future – 40%
- ‘I’m worried about fraud so keep on top of my online banking’ (39%)
Avni Raval, Media Relations Manager
T: 07880 276 391 | firstname.lastname@example.org
Joseph Eyre, Senior Media Relations Manager
T: 07483 432 546 | email@example.com
Notes to editors
- The research has been conducted by Opinium Research in June 2020 surveying 2,000 UK adults.
- Between 1 - 22 March, average daily registrations for the TSB mobile app were 1,273. Average daily registrations for the app between 23 March – 14 June were 3,477, an increase of 173%. Average daily enrolments for internet banking rose from 320 to 758 over the same period.
- More information on TSB’s Fraud Refund Guarantee can be found here: https://www.tsb.co.uk/news-releases/tsb-announces-uks-first-fraud-refund-guarantee-to-protect-customers/
- To further its digital support during Covid-19, in April 2020, TSB launched TSB Smart Agent - a new function on its website (www.tsb.co.uk) enabling customers to ‘chat’ live online to TSB staff for the first time. More information here: https://www.tsb.co.uk/news-releases/tsb-launches-tsb-smart-agent-to-help-customers-impacted-by-coronavirus/
- Our mobile NPS has significantly improved to 53.2. The Mobile App store ratings also continue to be high with it rated 4.8 in the App store and 4.4 on Google Play.