Mobile and Contactless Payments: End-User Survey Analysis

US Consumer Attitudes, Preferences, and Interest Levels Related to NFC-Enabled Mobile Commerce

This survey of U.S. mobile users reveals key NFC market drivers and users’ concerns regarding the potential of contactless mobile payments using NFC in mobile handsets. Through a series of structured questions and open-ended comments, respondents indicate readiness for NFC payments as well as their main concerns about its potential misuse and vulnerability. NFC protagonists and companies targeting mobile subscribers with NFC payment applications and services will benefit from the findings as they construct and develop their own NFC product rollout strategies. The survey was a structured online questionnaire, completed by 1005 respondents in the United States. Respondents were required to be current mobile phone users and to have Internet access in their homes. Only people aged 14 to 59 participated in the study. Respondents were grouped in five age and five income categories. On some topics, age and income demographics make a clear difference in the perception and desirability of mobile contactless payments. What emerges is a picture of NFC-enabled handset readiness that very much depends on consumers’ satisfaction that the technology meets key criteria and concerns before it will be widely used. As NFC continues to be largely restricted to trails, this report underscores some of the key issues that must be considered as NFC payment applications come to market, as well as providing direction and analysis of how best to meet consumers requirements.

Table of Contents

Executive Summary

Section 1.
SURVEY METHODOLOGY, AUDIENCE, AND STRUCTURE
1.1. Survey Methodology
1.2. Survey Questions

Section 2.
QUESTIONS AND RESPONSES IN DETAIL
2.1. How familiar are you with contactless payment credit cards (e.g., Chase blink, MasterCard PayPass, etc.)?
2.2. How interested would you be in using your mobile phone to make purchases?
2.3. If using your mobile phone to make purchases, which of the following would you prefer?
2.4. How much of a concern is: Speed of transaction?
2.5. How much of a concern is: Security of the transaction (financial data/personal information privacy)?
2.6. How much of a concern is: Not comfortable with the proposed technology/concept?
2.7. How much of a concern is: Unauthorized use of phone to make purchases?
2.8. How much of a concern is: Potential limitation of amount per transaction (i.e., $25 or less without requiring a signature)?
2.9. Survey Respondent Comments
2.10. Table 2.1 Open ended comments by category
2.10.1. Concerns over Additional Charges
2.10.2. Explicitly Desired
2.10.3. Explicitly Not Wanted
2.10.4. Concerns over Incorrect/Unintended Charges
2.10.5. Other
2.10.6. Parental Permission Required
2.10.7. Dismissed as a Redundant Technology
2.10.8. Security and Privacy Concerns
2.10.9. Lost Phone/Management Issues
2.10.10. Service Availability Concerns
2.11. Conclusions



Charts
  • How interested would you be in using your mobile phone to make purchases?
  • Security of Transaction a Major Concern