Global Mobile Consumer Survey 2016 – Luxembourg


Global Mobile Consumer Survey 2016 – Luxembourg

The smartphone is (not yet) the new bank

The smartphone revolution has passed, and the arrival of 4G technology has allowed an increase in its adoption. Now, the new revolution concerns all the activities that we can do with our smartphones, especially payments.

About the Survey

For the sixth annual edition of the Global Mobile Consumer Survey, Deloitte’s global Technology, Media, and Telecommunications (TMT) practice commissioned a survey of consumers across six continents, 31 countries, and a staggering 53,000 respondents, including 7,000 in the Greater Region (France, Germany and Belgium) only, to get a better sense of the use of smartphones to anticipate the trends of tomorrow. The insights below are extracted and analyzed from data corresponding to over 1,000 survey respondents from within Luxembourg, with a focus on banking and payment usage.

Here are some of the key findings about mobile usage in Luxembourg today.


Mobile adoption
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Mobile banking
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What about tomorrow?
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Mobile adoption

of the population own a smartphone.

Smartphones have also had a massive impact on the way we live.

How do Luxembourgers use their smartphones during the day?



of Luxembourgers reach for their smartphones within 30 minutes of waking and 25% within 5 minutes


of them check for instant messages



use smartphone while at work.



of smartphone owners check their phones within 30 minutes of turning in for the night and 30% within 5 minutes.



of smartphone owners check their phones in the middle of the night.

Mobile banking

Luxembourg still lagging behind

Despite this high mobile phone adoption rate, Luxembourgers do not show a real interest for mobile banking operations yet.

of the interviewed people have performed at least one mobile banking operation (check balance, transfer money, pay bills) in the last three months.

Why not more?

of interviewed people are not ready to use mobile payment

of them don’t find any benefits

of them think that it’s not secure enough

Who does mobile banking operations? (Age)


What do they use?

63% use bank or financial institutions applications

28% use online money transfer provider

9% use other services (like social payment)

And where are we compared to the European Union?

of European respondents have performed at least one mobile banking operation in the last three months. This is higher than in Luxembourg during the same period (37%).

Money, Money, Money: Mobile banking the Scandinavian way

Checking bank balances and making online purchases remain the most common mobile banking activities across the Nordic countries.



With a respective average of 68 percent and 66 percent, Sweden and Norway appear to be particularly welcoming toward mobile banking.

In Norway, 96 percent of the population owns a smartphone, along with 94 percent Sweden, with Luxembourg ranking in the middle (95 percent). More than half of the population in both Sweden and Norway regularly checks bank balances or transfers money using their smartphones, most of the time through the app provided by their bank. The concern over security in either country is not as important as in Luxembourg (17 percent in Norway and 18 percent in Sweden).

The combination of two factors could explain why the Nordic countries are more advanced than Luxembourg in mobile banking. There are two times fewer ATMs in Norway and Sweden per 100.000 adult inhabitants than in Luxembourg. Sweden and Norway were amongst the very first countries to adopt 4G technology in 2009, while Luxembourg waited five more years, allowing for a faster development and early adoption of more capable mobile devices for banking activities.

What about tomorrow?

The Revised Payment Services Directive (PSD2) establishes new technical standards to ensure the appropriate level of security while maintaining fair competition between all payment service providers. It allows for the development of user-friendly, accessible, and innovative means of payment.

Although these standards will only be implemented by the beginning of 2018, there are things banks can do now to prepare. Strong Customer Authentication is one of the key requirements that banks must quickly solve, in order to be compliant with the access to accounts (XS2A) granted by the Directive to third party service providers (both Account Information and Payment Initiation Service Providers). The Directive’s requirements on security and authentication also represent a significant push for banks to develop their mobile banking capabilities: in fact, with the “dynamic linking” requirements, each payment will have to be recognisable and authorised by the consumer via text message clearly linking the payment amount to the paid product.

Banks may adopt one of the several technologies which already exist to provide security to the customer during a mobile payment: secured code, token, fingerprint, face recognition and even smile recognition.

To stay competitive, banks may envisage strategic partnerships with key stakeholders of the newly regulated payment landscape: Third Party Service Providers, Mobile Payments Providers, and merchants.

These adaptations require banks to move quickly and address a variety of impacts and strategic decisions in order to maintain and strengthen success:

IT infrastructure and deployments adapted to these new technologies

Adjustment of the bank’s business model

Defining a digital roadmap

Fraud detection systems

Propose new customer experience, including additional customer services, branding, and ease of use & access

Establish partnerships with new stakeholders: telecommunication entities, merchants, mobile providers, and third party service providers

All the key stakeholders below also need to organize communication between themselves:

  • Account Information Service Providers
  • Payment Information Service Providers
  • Mobile operators
  • Financial institutions
  • Merchants
  • Mobile manufacturers

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