A survey conducted by Abi Lab, the research arm of the Italian Banking Association, in collaboration with Doxa, reveals that 78% of Italian bank customers primarily use their mobile phones to manage their accounts, while 72% use them for bank transfers. The online interviews, conducted in April, highlighted high confidence in digital security and significant satisfaction with online banking services.

The data further indicates that 37% of respondents monitor their accounts online, and 44% of survey participants manage transfers online. Moreover, 82% of bank customers are inclined to subscribe to payment cards online, 64% to insurance policies, and 46% are willing to take out mortgages online. Additionally, over 50% of respondents are open to evaluating extra-banking services, including mobility services, "mission-, quiz-, and challenge-based initiatives for refunds or discounts," and services for tourism and leisure.

Regional Perspective

In Italy, this trend underscores a profound shift towards digital banking, particularly mobile banking adoption. The increasing trust in the security of banking applications, perceived as the "most reliable" on mobile phones by 87% of users, is driving this growth. This transformation has significant implications for traditional banks, which need to invest in enhanced digital user experiences to remain competitive and attract younger demographics who favor these channels.

Analysis

These findings affirm the growing importance of mobile banking services in Italy, driven by convenience and increasing trust in digital security. The high adoption rates for mobile banking suggest that banks focusing on delivering seamless and intuitive user experiences through their apps will be better positioned to retain customers and attract new ones. Furthermore, customers' willingness to use digital channels for more complex products like mortgages and insurance policies opens up new avenues for digital banking business growth. The trend towards non-banking services also indicates a potential for banks to expand their offerings into becoming comprehensive financial platforms, providing added value to customers and enabling new revenue streams.