Consumers more comfortable with nonfinancial providers for bill pay, money transfers

Sept. 21, 2017

A substantial number of consumers are comfortable using nonfinancial providers for essential activities such as paying bills, transferring money to others and taking out loans, according to the latest consumer trends survey from Fiserv.

The survey also found notable adoption of voice-activated technology, with half of consumers using a voice-activated device feature within the past year, and over a quarter of those using it for a banking function within the past 30 days, according to a press release about the report.

"Technology and payments companies may give banks and credit unions a run for the money as consumers become comfortable using these companies for financial activities, an undeniable signal for financial institutions to take note," Mark Ernst, COO of Fiserv, said in the release. "It's critical that financial institutions think of themselves as technology providers in order to capture the opportunity to expand upon existing customer relationships and meet the demand for fast, convenient solutions that make people’s lives easier. The best and most convenient options will be the ones that win out."

While consumers remain significantly more comfortable conducting financial activities through a bank or credit union, many are comfortable with newer options.

When it comes to bill payment, 88 percent of consumers are comfortable paying bills through a bank or credit union, 52 percent through a payments company, 40 percent through a technology company, and 16 percent through a social company.

For taking out a loan, 82 percent are comfortable doing so with a bank or credit union, 32 percent with a payments company, 29 percent with a technology company, and 14 percent with a social company.


Topics: Bill Payment, Money Transfer / P2P, Trends / Statistics


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