Survey on Next-Gen Banking - Transformation, Disruption and Innovation

Digital disruption is pushing banks to change.
In financial services we should expect digitalization to revolutionize banking.
But, what could the next-generation bank look like?
How future banks could brace for a new wave of digital disruption?

Objective of the Survey

This Survey is designed with the aims to learn more about
> How the connected customer wants the next-gen banking services to integrate with their connected life
> What could the next-generation banking services look like?
> How banks can focus on activities generating value for customers and looking after customer relationships

What’s in it for you?

Thank you for taking part in this important survey, a survey that will point the way to future banking.

This survey should only take 5-6 minutes to complete. Be assured that all answers you provide will be kept in the strictest confidentiality. Survey results will be summarized and sent to all those who fully complete the survey.

Upon submitting your survey responses, you’ll receive an in-depth research report for reference.
Also, respondents may be invited to join our coming executive luncheon on Fintech and future banking.

For questions or to learn more about our research program and executive networking events, please contact us at marketing@hohon-asia.com

Question Title

* 1. Please fill in your contact information.
(Be assured that all answers you provide will be kept in the strictest confidentiality. )

Name

Company

Job Title

Phone no.

Country

Question Title

* 2. What industry is your organization in?

Agriculture

Banking/Finance

Business/Professional Services

Construction/Property

Government/Public Services

Healthcare /Pharmaceutical

Hospitality/Travel

IT/Computing

Manufacturing

Media/Entertainment industries

Retail

Telecommunications

Transportation/Logistics

Utilities (Gas/Water/Electricity…etc)

Other (please specify)

Changing Consumer Behavior and Customer Need in Banking Sector

Question Title

* 3. Which channel do you use to handle the following activities? (Please select all that apply.)

	Branch Banking	ATM	Internet Banking	Phone Banking	Mobile Banking
Make deposits	Make deposits Branch Banking	Make deposits ATM	Make deposits Internet Banking	Make deposits Phone Banking	Make deposits Mobile Banking
Pay bills	Pay bills Branch Banking	Pay bills ATM	Pay bills Internet Banking	Pay bills Phone Banking	Pay bills Mobile Banking
Bank Transfer	Bank Transfer Branch Banking	Bank Transfer ATM	Bank Transfer Internet Banking	Bank Transfer Phone Banking	Bank Transfer Mobile Banking
International money transfer	International money transfer Branch Banking	International money transfer ATM	International money transfer Internet Banking	International money transfer Phone Banking	International money transfer Mobile Banking
Balance inquiry	Balance inquiry Branch Banking	Balance inquiry ATM	Balance inquiry Internet Banking	Balance inquiry Phone Banking	Balance inquiry Mobile Banking
Update account details	Update account details Branch Banking	Update account details ATM	Update account details Internet Banking	Update account details Phone Banking	Update account details Mobile Banking
Dispute a transaction	Dispute a transaction Branch Banking	Dispute a transaction ATM	Dispute a transaction Internet Banking	Dispute a transaction Phone Banking	Dispute a transaction Mobile Banking
File a complaint	File a complaint Branch Banking	File a complaint ATM	File a complaint Internet Banking	File a complaint Phone Banking	File a complaint Mobile Banking
Inquire about a product	Inquire about a product Branch Banking	Inquire about a product ATM	Inquire about a product Internet Banking	Inquire about a product Phone Banking	Inquire about a product Mobile Banking
Investment	Investment Branch Banking	Investment ATM	Investment Internet Banking	Investment Phone Banking	Investment Mobile Banking
Insurance	Insurance Branch Banking	Insurance ATM	Insurance Internet Banking	Insurance Phone Banking	Insurance Mobile Banking
Loans and Mortgages	Loans and Mortgages Branch Banking	Loans and Mortgages ATM	Loans and Mortgages Internet Banking	Loans and Mortgages Phone Banking	Loans and Mortgages Mobile Banking
Report lost/stolen debit/credit card	Report lost/stolen debit/credit card Branch Banking	Report lost/stolen debit/credit card ATM	Report lost/stolen debit/credit card Internet Banking	Report lost/stolen debit/credit card Phone Banking	Report lost/stolen debit/credit card Mobile Banking
Other	Other Branch Banking	Other ATM	Other Internet Banking	Other Phone Banking	Other Mobile Banking

Question Title

* 4. How frequently do you use the following banking channels per month? (Please select all that apply.)

	Branch Banking	ATM	Internet Banking	Phone Banking	Mobile Banking
1-5 times	1-5 times Branch Banking	1-5 times ATM	1-5 times Internet Banking	1-5 times Phone Banking	1-5 times Mobile Banking
6-10 times	6-10 times Branch Banking	6-10 times ATM	6-10 times Internet Banking	6-10 times Phone Banking	6-10 times Mobile Banking
11-15 times	11-15 times Branch Banking	11-15 times ATM	11-15 times Internet Banking	11-15 times Phone Banking	11-15 times Mobile Banking
over 15 times	over 15 times Branch Banking	over 15 times ATM	over 15 times Internet Banking	over 15 times Phone Banking	over 15 times Mobile Banking
Nil	Nil Branch Banking	Nil ATM	Nil Internet Banking	Nil Phone Banking	Nil Mobile Banking

Question Title

* 5. Please rate your satisfaction for each of the following channels

	Very Satisfied	Satisfied	OK	Dissatisfied	Very Dissatisfied
Branch Banking	Branch Banking Very Satisfied	Branch Banking Satisfied	Branch Banking OK	Branch Banking Dissatisfied	Branch Banking Very Dissatisfied
ATM	ATM Very Satisfied	ATM Satisfied	ATM OK	ATM Dissatisfied	ATM Very Dissatisfied
Internet Banking	Internet Banking Very Satisfied	Internet Banking Satisfied	Internet Banking OK	Internet Banking Dissatisfied	Internet Banking Very Dissatisfied
Phone banking	Phone banking Very Satisfied	Phone banking Satisfied	Phone banking OK	Phone banking Dissatisfied	Phone banking Very Dissatisfied
Mobile banking	Mobile banking Very Satisfied	Mobile banking Satisfied	Mobile banking OK	Mobile banking Dissatisfied	Mobile banking Very Dissatisfied

Question Title

* 6. Do you prefer digital banking over branch banking?

Yes

Question Title

* 7. What are for you the main concerns with digital banking? (Please select all that apply.)

Lack of assistance

Security concerns

Limited service (doesn’t enable all banking operations)

Impersonality of the service

Dependence on internet service

Unreliable

No Disadvantages

Other (please specify)

Question Title

* 8. Which factor would encourage you to use more digital banking? (Please select all that apply.)

Rewards (discounted fees for certain services)

Simpler/clearer service

Higher security

Phone aid when setting up

Free transactions

Nothing else, I already often use online banking services

Reduced time of transactions

Ease of use

Cost effectiveness

Technology savvy

Other (please specify)

Using digital channels more extensively – Expectations and Concerns

Question Title

* 9. Do you trust online-only banks?

Yes

Depend

Question Title

* 10. Would you shift to a branchless bank?

Yes

Depend

Question Title

* 11. Would you be willing to share your personal financial data (e.g. where you spend your money) with banks to get customized offerings.

Yes

Depend

Question Title

* 12. What would be your expectations on digital banking services? (Please select all that apply.)

Digital Navigation Systems – user-friendly interfaces that facilitate navigating to the product or service they desire

Use of AI chatbots in performing banking transactions

Omnichannel Experience – have multiple channels for the customers to access banking services

Real-Time Messaging of Customer update

Customer service is available 24/7

Stronger online data security

Ability to do more of my regular banking transactions online / on the mobile app

Making the login/ authentication process easier

Question Title

* 13. What is your utilization of the digital banking services on the below e-settlements per month?

	1-5 times	6-10 times	11-15 times	over 15 times	Nil
Catering services	Catering services 1-5 times	Catering services 6-10 times	Catering services 11-15 times	Catering services over 15 times	Catering services Nil
Education services	Education services 1-5 times	Education services 6-10 times	Education services 11-15 times	Education services over 15 times	Education services Nil
Entertainment	Entertainment 1-5 times	Entertainment 6-10 times	Entertainment 11-15 times	Entertainment over 15 times	Entertainment Nil
Financial services	Financial services 1-5 times	Financial services 6-10 times	Financial services 11-15 times	Financial services over 15 times	Financial services Nil
Hotel and travel booking	Hotel and travel booking 1-5 times	Hotel and travel booking 6-10 times	Hotel and travel booking 11-15 times	Hotel and travel booking over 15 times	Hotel and travel booking Nil
Medical services	Medical services 1-5 times	Medical services 6-10 times	Medical services 11-15 times	Medical services over 15 times	Medical services Nil
Pay for the public services	Pay for the public services 1-5 times	Pay for the public services 6-10 times	Pay for the public services 11-15 times	Pay for the public services over 15 times	Pay for the public services Nil
Property services	Property services 1-5 times	Property services 6-10 times	Property services 11-15 times	Property services over 15 times	Property services Nil
Purchase of clothes and apparel	Purchase of clothes and apparel 1-5 times	Purchase of clothes and apparel 6-10 times	Purchase of clothes and apparel 11-15 times	Purchase of clothes and apparel over 15 times	Purchase of clothes and apparel Nil
Purchase of furniture and household goods	Purchase of furniture and household goods 1-5 times	Purchase of furniture and household goods 6-10 times	Purchase of furniture and household goods 11-15 times	Purchase of furniture and household goods over 15 times	Purchase of furniture and household goods Nil
Tax payment	Tax payment 1-5 times	Tax payment 6-10 times	Tax payment 11-15 times	Tax payment over 15 times	Tax payment Nil
Telecom services	Telecom services 1-5 times	Telecom services 6-10 times	Telecom services 11-15 times	Telecom services over 15 times	Telecom services Nil
e-Donation	e-Donation 1-5 times	e-Donation 6-10 times	e-Donation 11-15 times	e-Donation over 15 times	e-Donation Nil
Fund transfer	Fund transfer 1-5 times	Fund transfer 6-10 times	Fund transfer 11-15 times	Fund transfer over 15 times	Fund transfer Nil

Question Title

* 14. How frequently do you do online shopping per month?

	Clothes and apparel	Consumer electronics	Food, health and beauty	Furniture and household goods	Travel
1-5 times	1-5 times Clothes and apparel	1-5 times Consumer electronics	1-5 times Food, health and beauty	1-5 times Furniture and household goods	1-5 times Travel
6-10 times	6-10 times Clothes and apparel	6-10 times Consumer electronics	6-10 times Food, health and beauty	6-10 times Furniture and household goods	6-10 times Travel
11-15 times	11-15 times Clothes and apparel	11-15 times Consumer electronics	11-15 times Food, health and beauty	11-15 times Furniture and household goods	11-15 times Travel
over 15 times	over 15 times Clothes and apparel	over 15 times Consumer electronics	over 15 times Food, health and beauty	over 15 times Furniture and household goods	over 15 times Travel
Nil	Nil Clothes and apparel	Nil Consumer electronics	Nil Food, health and beauty	Nil Furniture and household goods	Nil Travel

Question Title

* 15. What is your preferred payment option for online purchases

Alipay

Apple pay

Credit Card

EPS

E-Wallet

Octopus Card

Paypal

Tap & Go

TNG Wallet

WeChat Pay

Other (please specify)

Question Title

* 16. How frequently do you do online payment per month with the below methods?

	1-5 times	6-10 times	11-15 times	over 15 times	Nil
Alipay	Alipay 1-5 times	Alipay 6-10 times	Alipay 11-15 times	Alipay over 15 times	Alipay Nil
Apple pay	Apple pay 1-5 times	Apple pay 6-10 times	Apple pay 11-15 times	Apple pay over 15 times	Apple pay Nil
Credit Card	Credit Card 1-5 times	Credit Card 6-10 times	Credit Card 11-15 times	Credit Card over 15 times	Credit Card Nil
EPS	EPS 1-5 times	EPS 6-10 times	EPS 11-15 times	EPS over 15 times	EPS Nil
E-Wallet	E-Wallet 1-5 times	E-Wallet 6-10 times	E-Wallet 11-15 times	E-Wallet over 15 times	E-Wallet Nil
Octopus Card	Octopus Card 1-5 times	Octopus Card 6-10 times	Octopus Card 11-15 times	Octopus Card over 15 times	Octopus Card Nil
Paypal	Paypal 1-5 times	Paypal 6-10 times	Paypal 11-15 times	Paypal over 15 times	Paypal Nil
Tap & Go	Tap & Go 1-5 times	Tap & Go 6-10 times	Tap & Go 11-15 times	Tap & Go over 15 times	Tap & Go Nil
TNG Wallet	TNG Wallet 1-5 times	TNG Wallet 6-10 times	TNG Wallet 11-15 times	TNG Wallet over 15 times	TNG Wallet Nil
WeChat Pay	WeChat Pay 1-5 times	WeChat Pay 6-10 times	WeChat Pay 11-15 times	WeChat Pay over 15 times	WeChat Pay Nil

Question Title

* 17. We’ll share early notification with the survey respondents once the report is ready (expected in late Q1 2020). Also, respondents may be invited to join our executive sharing session which will be held in early Q4 in Hong Kong.
Would you like further information on the report?

Yes

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Privacy Disclaimer:
Thanks for taking this survey. By joining the survey, you agree that the information you supply may be used to inform you of related products or services from the Organizer or its business partners.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Survey on Next-Gen Banking - Transformation, Disruption and Innovation

Question Title

* 1. Please fill in your contact information. (Be assured that all answers you provide will be kept in the strictest confidentiality. )

Question Title

* 2. What industry is your organization in?

Question Title

* 3. Which channel do you use to handle the following activities? (Please select all that apply.)

Question Title

* 4. How frequently do you use the following banking channels per month? (Please select all that apply.)

Question Title

* 5. Please rate your satisfaction for each of the following channels

Question Title

* 6. Do you prefer digital banking over branch banking?

Question Title

* 7. What are for you the main concerns with digital banking? (Please select all that apply.)

Question Title

* 8. Which factor would encourage you to use more digital banking? (Please select all that apply.)

Question Title

* 9. Do you trust online-only banks?

Question Title

* 10. Would you shift to a branchless bank?

Question Title

* 11. Would you be willing to share your personal financial data (e.g. where you spend your money) with banks to get customized offerings.

Question Title

* 12. What would be your expectations on digital banking services? (Please select all that apply.)

Question Title

* 13. What is your utilization of the digital banking services on the below e-settlements per month?

Question Title

* 14. How frequently do you do online shopping per month?

Question Title

* 15. What is your preferred payment option for online purchases

Question Title

* 16. How frequently do you do online payment per month with the below methods?

Question Title

* 17. We’ll share early notification with the survey respondents once the report is ready (expected in late Q1 2020). Also, respondents may be invited to join our executive sharing session which will be held in early Q4 in Hong Kong. Would you like further information on the report?

* 1. Please fill in your contact information.
(Be assured that all answers you provide will be kept in the strictest confidentiality. )

* 17. We’ll share early notification with the survey respondents once the report is ready (expected in late Q1 2020). Also, respondents may be invited to join our executive sharing session which will be held in early Q4 in Hong Kong.
Would you like further information on the report?