How Consumers Use Mobile Wallets

If their bank offered a mobile wallet, 51 percent of consumers say that they would be likely to use the bank-offered mobile wallet, according to a new study by CCG Catalyst, Phoenix.

The study, entitled “The Age of Mobile Wallets: What Banks Need to Know When Considering the Creation of a Bank Branded Mobile Wallet,” examined the customers’ use of mobile wallet and was designed to help banks recognize opportunities in connection with mobile wallets and other customer needs.

 The study, administered through AskYourTargetMarket, was issued to a panel of 25 million U.S. consumers (18 years of age to 65 years plus) to measure consumer attitudes and behaviors toward mobile wallets vs. non-bank mobile wallets. Respondents answered a series of questions segmented in three key themes: usage, behavior and habits. Of the 2,000 completed surveys generated, the other key findings are as follows:

  • 45 percent currently use PayPal mobile, which was the most popular mobile wallet used by consumers who took part in the survey.
  • 82.8 percent have a smartphone, but 12 percent of those with a smartphone do not plan on using a wallet of any kind just yet.
  • More than half of the respondents keep track of their spending and paying bills (66.6 percent), while 47.8 percent check their bank account status on a daily basis.
  • 58.9 percent occasionally use their mobile banking app to bank.
  • The top challenge to using the mobile wallet is fear of identity theft (68.3 percent), followed by merchant acceptability (33.9 percent).

The survey results offer insights into the current state of mobile wallet adoption, and this will help banks make vital decisions surrounding their own adoption of mobile wallets, says Paul Schaus, the company’s CEO. “Clearly there is a growing interest among customers to using bank-offered mobile wallets, and we want banks to recognize and fulfill those unmet customer needs.”


Phoenix-based CCG Catalyst is a management consulting firm connecting bank strategy to innovation, transformation and disruption.