2013 CONSUMER MOBILE INSIGHTS STUDY!

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Noah Gervais Fletcher
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1 2013 CONSUMER MOBILE INSIGHTS STUDY! Released by Jumio, Inc. & conducted by Harris Interactive

2 2013 CONSUMER MOBILE INSIGHTS STUDY: KEY FINDINGS & INSIGHTS! 83% of respondents worry about identity theft # 1 in 4 (26%) reported being a victim of online or mobile fraud# This is higher than the recently reported national average of 1 in 20 1! # A significant percentage of consumers continue to conduct financial or other important activities on mobile:# 48% check account statuses/balances# 32% pay bills online# # The majority (60%) of consumers plan to use their smartphone or tablet even more in the future to conduct important activities# 1 Javelin Strategy 2013 Identity Fraud Report; February 20, 2013 via NBC News

3 PROFILE OF SMARTPHONE/TABLET OWNERS# Nearly two-thirds of consumers have a smartphone and/or tablet; while this number jumps significantly in users years old Own a smartphone and/or tablet 63% Females that own smartphone/tablet 81% Males that own smartphone/tablet 70% Own smartphone 55% Standard mobile phone user (nonsmartphone) 38%

4 DOES ACCESS TO MOBILE PURCHASING/BANKING OUTWEIGH THE RISKS?# Despite increasing mobile fraud affecting consumers and retailers, a significant amount of respondents report leveraging their mobile devices to conduct important activities: Use devices to check account statuses or bank balance 48% Have made a retail purchase on mobile device 34% Have used smartphones/tablets to make a purchase within a game or app 25% Expect to use their smartphone or tablet more in the future to conduct important activities* 60% * Important activities including: banking, paying bills, service management, delivery of goods like groceries, etc.

activities*, especially younger men: 54% 58% 51% 46% Use Mobile Bill Pay 36% 28% Use Mobile Banking

5 HOW DOES GENDER AFFECT MOBILE USE?# Male smartphone/tablet owners use their devices more than their female counterparts for important activities*, especially younger men: 54% 58% 51% 46% Use Mobile Bill Pay 36% 28% Use Mobile Banking Males years old Male Respondents (all) Female Respondents (all) * Important activities including: banking, paying bills, service management, delivery of goods like groceries, etc.

6 HOW DOES GENDER AFFECT MOBILE USE?# Additionally, male respondents expect to use their smartphone/tablet more in the future for important activities than female respondents: Men Women 64% 55% Expect to use smartphone/tablet more in the future to conduct important activities * Important activities including: banking, paying bills, service management, delivery of goods like groceries, etc.

7 2013 CONSUMER MOBILE INSIGHTS STUDY: CREDIT CARD/PAYMENT BEHAVIOR! Released by Jumio, Inc. & conducted by Harris Interactive

8 SMARTPHONE/TABLET PURCHASING: HOW CONSUMERS ARE USING THEIR DEVICES TO BUY# About 1 in 3 of all consumers pay bills on their device, make retail purchases, or both: 32% 34% 25% 16% 14% Have paid a bill on device Made purchase within a game/app Made retail purchase Purchased lodging (renting rooms, hotels) Purchased travel

9 SECURITY CONCERNS# Concern with entering credit card information increases with age: Respondents that agreed they are not comfortable/did not feel secure entering credit card information on smartphone/tablet: 45% 46% 59% 62% 51%

10 2013 CONSUMER MOBILE INSIGHTS STUDY: ONLINE IDENTITY BEHAVIOR & CONCERNS! Released by Jumio, Inc. & conducted by Harris Interactive

11 ACCESSING ACCOUNT INFO & CHECKING BANK BALANCE# Respondents that have accessed account info/checked bank balance by region: Respondents that have accessed account info/checked bank balance by gender: 56% 48% 42% 47% 51% 46% West Northeast Midwest South Men Women

12 DOES AGE AFFECT CONCERN OR VULNERABILITY?# The study suggests a direct correlation between level of concern and risk, showing that those who are more concerned with fraudulent activity/identity theft have been less likely to be victims: All Respondents 26% 83% Have been a victim of fraud/ identity theft Generation Y (18-34 yrs) 32% 78% Concerned over fraud/identity theft Women ages % 91%

13 SECURITY CONCERNS# Regardless of behavior, consumers do admit wanting greater security: * Nearly three in four (74%) of respondents want a more secure way to log in to their accounts# Would like a more secure way to log into accounts other than username/ password Would store their personal payment info online more often if they felt confident the info was secure 69% 74% Would store personal payment info online more often if it provided faster & more convenient payment options 46%

14 2013 CONSUMER MOBILE INSIGHTS STUDY: MOBILE SHOPPING CART ABANDONMENT! Released by Jumio, Inc. & conducted by Harris Interactive

15 MOBILE SHOPPING CART ABANDONMENT PROFILE OF SMARTPHONE/TABLET OWNERS# Nearly two-thirds of consumers have a smartphone and/or tablet; while this number jumps significantly in users years old Own a smartphone and/or tablet 63%# Females that own smartphone/tablet 81%# Males that own smartphone/tablet 70%# Own smartphone 55%# Standard mobile phone user (non-smartphone) 38%# The 2013 Consumer Mobile Insights study released on May 9, 2013 was conducted online within the United States by Harris Interactive on behalf of Jumio from March 22-March 26, 2013 among 2,130 adults ages 18 and older (of whom 1,261 are smartphone/tablet users) Jumio

16 MOBILE SHOPPING CART ABANDONMENT MAKING PURCHASES ON SMARTPHONES/TABLETS# More than two-thirds of consumers have attempted to make a purchase on their device, and nearly as many were unsuccessful: Respondents that say they are confident making a purchase on their mobile phone or tablet 51%# Respondents that have attempted to make a purchase on their mobile phone or tablet 68%# Respondents that have failed to complete a transaction on their device due to obstacles encountered during checkout 66%# The 2013 Consumer Mobile Insights study released on May 9, 2013 was conducted online within the United States by Harris Interactive on behalf of Jumio from March 22-March 26, 2013 among 2,130 adults ages 18 and older (of whom 1,261 are smartphone/tablet users) Jumio

MOBILE SHOPPING CART ABANDONMENT CHECKING OUT: TOP ROADBLOCKS# Nearly two-thirds (66%) of consumers attempting to make mobile purchases on their smartphone or tablet have been forced to abandon their

17 MOBILE SHOPPING CART ABANDONMENT CHECKING OUT: TOP ROADBLOCKS# Nearly two-thirds (66%) of consumers attempting to make mobile purchases on their smartphone or tablet have been forced to abandon their purchase during the payment process Checkout process took too long 47%# Checkout was too difficult on their device 41%# Purchase would not go through 23%# The 2013 Consumer Mobile Insights study released on May 9, 2013 was conducted online within the United States by Harris Interactive on behalf of Jumio from March 22-March 26, 2013 among 2,130 adults ages 18 and older (of whom 1,261 are smartphone/tablet users) Jumio

18 MOBILE SHOPPING CART ABANDONMENT PURCHASING CONFIDENCE: GENDER & AGE# While the majority of smartphone and tablet owners have attempted mobile purchases (68%), males are more likely than females, especially younger men Men (all ages) that have attempted purchase on device 74% Men that have attempted purchase on device 86% Women (all ages) that have attempted purchase on device 62% Consumers (all) that have attempted to make purchase on smartphone/tablet 68% The 2013 Consumer Mobile Insights study released on May 9, 2013 was conducted online within the United States by Harris Interactive on behalf of Jumio from March 22-March 26, 2013 among 2,130 adults ages 18 and older (of whom 1,261 are smartphone/tablet users) Jumio

19 MOBILE SHOPPING CART ABANDONMENT ONLINE SECURITY CONCERNS# The majority of respondents who failed to complete an attempted purchase cited feeling uncomfortable entering their credit card information (51%) Respondents that did not feel secure entering credit card information 51%# Women (all ages) that were uncomfortable entering credit card information 56%# Men (all ages) that were uncomfortable entering credit card information 47%# The 2013 Consumer Mobile Insights study released on May 9, 2013 was conducted online within the United States by Harris Interactive on behalf of Jumio from March 22-March 26, 2013 among 2,130 adults ages 18 and older (of whom 1,261 are smartphone/tablet users) Jumio

20 MOBILE SHOPPING CART ABANDONMENT ONLINE SECURITY CONCERNS# Age also plays a factor in respondents possessing concerns over the security of their credit card information with older consumers feeling more uncomfortable than their younger counterparts Respondents 55+ years old that don t feel secure entering credit card info 62%# Respondents years old that don t feel secure entering credit card info 59%# Respondents years old that don t feel secure entering credit card info 45%# The 2013 Consumer Mobile Insights study released on May 9, 2013 was conducted online within the United States by Harris Interactive on behalf of Jumio from March 22-March 26, 2013 among 2,130 adults ages 18 and older (of whom 1,261 are smartphone/tablet users) Jumio

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