Banking Search and Display Trends.feb2011

8/6/2019 Banking Search and Display Trends.feb2011

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Trends and Analysis

Banking Trends andOpportunities

Presenter NamePresenter Title


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Contents


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Internet banking forecast% who do at least part of their banking via the internet

nVision forecast, Summer 2010-based projection

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

1 9 9 9

2 0 0 0

2 0 0 1

2 0 0 2

2 0 0 3

S p r

i n g

2 0 0 4

A u t u m n

2 0 0 4

S p r

i n g

2 0 0 5

S p r

i n g

2 0 0 6

A u t u m n

2 0 0 6

S p r

i n g

2 0 0 7

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S p r

i n g

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A u t u m n

2 0 0 8

S p r

i n g

2 0 0 9

A u t u m n

2 0 0 9

S u m m e r

2 0 1 0

2 0 1 1

2 0 1 2

2 0 1 3

2 0 1 4

2 0 1 5

Internet users (those using it at least once aweek) - forecaste-banking forecast

e-banking - actual

Source: nVision ResearchBase: 1,000 face-to-face respondents aged 16+, GB


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Internet activity forecast: Internet banking% who do at least part of their banking via the internet, by gender, age and social gradenVision forecast, Summer 2010-based projection

0%

10%

20%

30%

40%

50%

60%

70%

80%

T o t a l

M e n

W o m e n

1 6 - 2

4

2 5 - 3

4

3 5 - 4

4

4 5 - 5

4

5 5 - 6

4 6 5 +

A B

C 1

C 2 D

E

2005 2010 2015(f)

Source: nVision ResearchBase: 1,000 face-to-face respondents aged 16+, GB


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Consumer Confidence

1. Nationwide

Nationwide has released the following concerning UK consumer confidence:

Consumer confidence picked up in December after three consecutive months of falls

December's uplift reversed the fall seen the previous month but, at 53 points, still leaves the Indexwell below its long-run average of 81

All key measures remain at relatively low levels and below their long-run averages At 90 points, the Spending Index does display some sign of resilience in what continues to be a

downbeat time for overall confidence 1.
http://www.nationwide.co.uk/consumer_confidence/latest_release/default.htmhttp://www.nationwide.co.uk/consumer_confidence/latest_release/default.htm


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Bank of England Base Rate

1. Bank of England

Inflation has become a major concern for savers in 2011.Official inflation as measured bythe consumer prices index (CPI),which doesn't include mortgagecosts rose to 3.7% thisDecember from 3.3% inNovember. Economists now fear itwill hit 4%, when the VAT hike(from 17.5% to 20% this January)and soaring commodity pricestake their toll But if there's asunny side, it's that high inflationboosts the chances of the Bank ofEngland hiking its base rate from0.5% in the first half of 2011, withknock-on effects for savingsaccounts.

1. This is Money
http://www.thisismoney.co.uk/savings-forecastshttp://www.thisismoney.co.uk/savings-forecasts


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Advertising Market


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Display Advertisement Publisher Location:Reach and Frequency

Microsoft sites have the highestexposure of UK Unique Visitors.

Microsoft Sites have almost the sameamount of impressions as the toppublisher

This allows branding campaigns to

reach the largest set of consumerswith MSA

Source: ComScore adMetrix : December 2010


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Bing Finance KW Searchers are

Source: NNR MAY- OCT 10


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Bing Search TrafficTrafficOverall, banking saw a 39% increase intraffic during H2 2010 year on year; thisincreases to 59% when looking at justJanuary 2011 vs 2010

Insights:

Official inflation rose to 3.7% thisDecember from 3.3% in November.Economists now fear it will hit 4%, when theVAT hike (from 17.5% to 20% this January)and soaring commodity prices take their toll.Why does it concern savers? Simply, basicrate taxpayers need to earn an annual returnof 4.63% before tax to stop the value of theirmoney eroding. ( This is Money )

1. Microsoft Advertising Intelligence Tool2. Microsoft AdCenter
http://www.thisismoney.co.uk/savings-forecastshttp://www.thisismoney.co.uk/savings-forecasts


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Finance Demographics and Daily Trends:

1. Microsoft Advertising Intelligence Tool


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Most trusted banks% who trust the following, by gender

See notes for further details

0% 2% 4% 6% 8% 10% 12% 14% 16% 18%

Other

SantanderYorkshire Bank

First DirectCo-Operative Bank

Alliance & LeicesterRoyal Bank of Scotland

AbbeyHalifax/HBOS

NationwideNat WestBarclays

HSBCLloyds TSB

Women

Men

Source: Readers Digest European Trusted Brands Survey/nVisionBase: 907 respondents aged 20+, UK, 2010


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Network Demographics

50% of impressions occur between the 18and 34 year old age groups, this shifts to the

24 to 44s for clicks Conversions, like impressions, peak in the25-34 group (35%) and are more prominentwith female for most age groups

58% of conversion occur between the 25-34age bracket

Conversions for Finance clients usually entail

an application or a quote

Source: Microsoft Media Network : JULY DEC10


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Network: Day of the Week The majority of the impressions and clicks occur during the beginning of the week with

a low point on Saturdays however clicks peak on Tuesday and again on Sunday

When looking at the conversion information, Tuesday, Thursday and Friday are keyactivity days. This may be because consumers want to complete their purchase beforethe weekend



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Network: Time of Day

While Bankingimpressions/actions are fairlysteady in the morning and peakin the hours post lunch

Actions however have thelargest peak post lunch

Impressions and actions fall offrapidly after work in the eveninghours



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Consumer Climate


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Banks and trustworthinessMean score on a scale of 1-10 (1 being very distrusting, 10 being very trusting)Thinking about your bank, how much do you trust each of the following?

1 2 3 4 5 6 7 8 9 10

The staff at the callcentres

The mobile phonetechnology that the bank

uses

Managers of the bank

The internet technologythat the bank uses

The staff in the branches

Source: Monitise/The Future Foundation/nVisionBase: 1,000 respondents aged 18+, UK, 2009


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2010 Mintel InternationalGroup. All rights reserved.Confidential to Mintel.

Cross-sales are key to the retail banking marketSome 61% have bought a savings account from their main current account provider, althoughtheres scope to increase cross -sales in general insurance.

Base: 1,968 internet users with a current accountSource: GMI/Mintel

Product ownership, August 2010


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Most are satisfied with their bank, and few plan toswitch Switching, satisfaction and trust in retail banking, August 2010




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but they still think that banks have losttouch with customers

Inertia is still the most powerful factor in theretail banking market hardly any areplanning to switch their current account.

Mintel's research shows massive cynicismabout the banking sector as a whole, though.

Even though most are more or less happywith their current bank, they still think that thebanks have lost touch.



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Branches no longer the main source of financialinformation

The bank has lost its traditional role as the first point of call for financial advice - it's all about the internet,not the bank branch.

If youre thinking about arranging a financial services product, wheres the first place youd look for information?

Base: 2,000 internet usersSource: GMI/Mintel



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but theyre still key when choosing where tobank

But despite the move to online banking, people are still very reluctant to give up the option of going to a branch.

If you were going to open a new current account, what would you look for?

Base: 1,968internet users with a currentaccountSource:GMI/Mintel


51% ofpeople lookfor localbrancheswhen opening

an account

P i i l ki b ild


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Price-conscious, or looking to buildrelationships?Key retail banking targets, by gender and age, August 2010



For older individuals, the relationship and locality of a bank ismost important

For young and middle aged adults, it is all about the rate. Young individuals, the relationship that the bank has withthem is key


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The difficulty of creating real differentiationCurrently, people think that theres little difference between the high street banks. When theres littlereal difference, theres little real incentive to switch.

Tesco might not have the banking track record of the established players, but it will certainly standout from the competition - relying on people's inertia will become an increasingly risky strategy.

Most high street banks are pretty much the same as each other




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Customer service from supermarkets as banksBy gender

Do you think you would get better customer service from a major UK retail or supermarket

brand than from a bank, if they were to look after your money?

Source: Moneysupermarket.com/nVision

Base: 2,012 respondents aged 16+, UK, 2009


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Banks and self-service contactsMean proportion, by gender, age and social grade

Roughly what proportion of ALL contacts you make with your bank are self -service contacts?

Source: Monitise/The Future Foundation/nVision Research

Base: 1,000 respondents aged 18+, UK


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Preferred method for contacting banksThinking about the last time you contacted your bank, what method did you use to contact them?

Source: Monitise/The Future Foundation/nVision Research

Base: 1,000 respondents aged 18+, UK


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Attitudes toward self-service banking% who agree strongly or agree with the following statements

How strongly do you agree or disagree with the following statements about self -service banking?

Source: Monitise/The Future Foundation/nVision



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Confidence in using self-service with banksBy banking activity

"How confident are you in using self-service technology to contact your bank about each of the following?"

Source: Monitise/The Future Foundation/nVision



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Finance OpportunitiesSavings and ISA ProductsWith the end of the tax year

approaching ISA campaigns shouldstart to think about becoming active.Moreover, interest rates will alsoneed to be watched for futuresavings account activity

Self-Service BankingOnline banking, on both the mobileand PC, through applications andbrowsers have shown strong growthover the years. Both shouldcontinue to grow as preferred formsof contact with banks

Search and DisplayUse both offerings to help boostyour ROI moreover, use our displayoffering to help boost your brandcampaign to the largest audience


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Appendix


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Online advertising iseffective for the Financesector

Exposure to online campaigns significantly increases key branding metrics

Source: Dynamic Logic MarketNorms (last 3 years to Q1 2008)Delta is the actual point difference between exposed and control groups (exposed%-control %)

percentage point difference between exposed and controlgroups (exposed%-control %)

3.8 2.5 4.7 2.5 1.5 1.1

The benefits of using a single bank for


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The benefits of using a single bank formultiple products

People who hold five or more products with their current account provider believemultiple account holdings lead to better treatment.

Loyalty in retail banking, by number of products held with main current account provider, AUG 2010


2010 M intel InternationalGroup. All rights reserved.Confidential to Mintel.


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Londoners more likely to think of switching accounts


Londoners and high earners are more prepared to switch, and tend to put a higher value oncustomer service. Metro Bank's retail-influenced approach to retail banking should have strongappeal to those in the capital.

Satisfaction and willingness to move current accounts, by region, August 2010



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A Th i b ki


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App users: Those using banking apps% of Smartphone owners who use these kind of apps at least once a month, bygender, age and social grade

Source: nVision Research

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Banking Search and Display Trends.feb2011

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