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The Spanish Institute of Banking and Finance has launched a new edition of the “Banking Lab,” focusing on digital payments and user experience within the current financial ecosystem. During this event, the second edition of the “Banking and Society Observatory,” crafted by Inmark Group, was presented, featuring professionals such as Ana Delia Revilla, business development manager at Inmark Group; Ángel Nigorra, general director of Bizum; and Santiago Carbó, professor and director of Economic Papers at Funcas.
Research conducted by Inmark Group for the Spanish Banking Association (AEB), the Spanish Confederation of Savings Banks (CECA), and the National Union of Savings and Credit Cooperatives (UNACC) reveals that three out of four people prefer to use online channels for banking transactions, becoming the primary means of interaction with financial institutions. According to the data, 72.2% of users consider themselves digitally banked, with branches and ATMs still holding relevance.
Ángel Nigorra highlighted the significant transformation occurring in the payments ecosystem in Spain, driven by collaboration among banking entities in their digitalization process. He also emphasized that users look for aspects such as convenience, security, and immediacy in their transactions when using new technologies.
The study also reflects customer satisfaction levels with various banking services. Mobile banking leads preferences, with 89% of users expressing satisfaction, followed by internet banking (78.5%) and personal bankers (76.9%). In contrast, satisfaction levels with ATMs and telephone banking are lower, reaching 70.1% and 58%, respectively.
Ana Delia Revilla emphasized that the user experience is driving an increase in habitual use of online banking, with 52.4% of people using these services in the last 24 hours. In contrast, only 5.8% went to a branch and 19.8% to an ATM. The research also indicates that 91.4% of respondents consider security to be the most important factor, followed by inclusion and accessibility to financial services (86.4%).
Santiago Carbó stressed that payment methods are crucial for companies to actively participate in the economy, highlighting the importance of an efficient payment system and quality user experience to foster financial inclusion. Revilla added that inclusion should not be limited to providing digital tools but must also ensure understanding and trust in their use, urging the design of accessible solutions and personalized training from the outset.
Finally, Carbó highlighted the remarkable innovation in the Spanish banking sector over the past decade in terms of payment methods, enabling it to maintain its leadership despite strong competition. Nigorra, for his part, emphasized the need to establish a sovereign European payment system as one of the challenges to address.
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Source: MiMub in Spanish
