Research

2021 Trends in Digital Adoption

Background

Why is this important?

The global events of the past year have had a significant impact on the way consumers interact with retail banks, major retailers, and value-added services. This research highlights some of the behavioural trends in digital platform engagement amongst South African consumers.

Insight Analysis

Bank customers are embracing mobile apps

ABSA

28% growth

African Bank

167% growth

Capitec

38% growth

Nedbank

28% growth

FNB

85% growth

Standard Bank

55% growth

Take Advantage

Opportunities across digital channels

All-in-one Scan-to-Pay Functionality

Scan-to-pay enables users to scan a QR Code to make secure payments at a physical point of sale or on an online merchant website using the bank’s app

Being able to scan all varieties of QR code (Masterpass, Snapscan, Zapper) in one app is becoming increasingly important to consumers

Virtual Cards

Launched by FNB, Capitec, Standard Bank, ABSA

Being used to replace physical cards at merchants that have tap-to-pay or scan-to-pay functionality through smart devices

Used online to make secure payments and safely purchase products on apps such as Netflix, Takealot, or Uber

Expanding Money Transfer Cash-Out Networks

Convenience is increased for consumers when they can cash out their money transfer orders at retailers, as well as at bank branches and ATMs

Key Insight

34% increase in online shopping globally since the COVID-19 pandemic.

Key Insight

16% increase in online shopping in South Africa since lockdown

Client Stories

The launch of digital vouchers

Digital grocery vouchers for customers to purchase and send to recipients via email or SMS. The vouchers are redeemable in-store.

Virtual food vouchers for customers to send directly to the recipient’s cellphone via SMS. Redeemable nationwide at any Shoprite subsidiary store (Shoprite, Checkers, Usave and Checkers Hyper).

Key Insight

35% of South African consumers have shopping apps installed on their phones

Key Insight

Downloads of shopping apps are rising, reiterating the importance of omni-channel options

Although purchases on mobile web outweigh those in app (58% vs 38% in 2020 respectively)

Success Stories

Prominent retailer delivery apps that gained traction through the pandemic were:

Checker’s Sixty 60

Woolies Dash

Pick n Pay ASAP

Key Insight

For South African shoppers, purchase decisions were driven by:

Speed

41%

Convenience

40%

Price

39%

Stock availability

33%

Global Insights

China’s digital wallet revolution

Recently, China’s retail payment world has experienced a rethink. This, as two new payment systems have come to dominate person-to-person, retail, and many business transactions. This new system is built on digital wallets, QR codes, and runs through their own big tech firms: Alipay running through Alibaba and WeChat Pay running through Tencent. As a result, banks have largely been disintermediated from payment transactions, being robbed of a major, long-standing source of revenue. It creates an alternative payment ecosystem with different incentives between merchants, consumers, and payment system providers. It challenges the placement of payments on the side of banking as opposed to commerce. This system creates new incentives that could realign existing business models and relationships between merchants, banks, and technology providers. With over a billion users on each platform, the power of network incentives and partnerships has been unleashed. The new payment system has replaced cards and cash at registers, how families give gifts, and even how beggars ask for money – with QR codes replacing tin cups.

As a result, banks have largely been disintermediated from payment transactions, being robbed of a major, long-standing source of revenue. It creates an alternative payment ecosystem with different incentives between merchants, consumers, and payment system providers. It challenges the placement of payments on the side of banking as opposed to commerce. This system creates new incentives that could realign existing business models and relationships between merchants, banks, and technology providers.

With over a billion users on each platform, the power of network incentives and partnerships has been unleashed. The new payment system has replaced cards and cash at registers, how families give gifts, and even how beggars ask for money – with QR codes replacing tin cups.

Key Insight

Global trends in cash usage

Share of consumers who said they preferred to pay without cash in selected countries:

South Korea

77%

Sweden

74%

UK

70%

France

67%

China

67%

India

52%

Phillipines

33%

Value-Added Services

Consumer behaviour in South Africa

Lotto and Betting

Trends

Ithuba has been attempting to migrate its players to digital platforms since before
the national lockdown. You can play the lottery online through its app, website, and via banking partners Absa, FNB, Standard Bank,
Nedbank.

Digital users

More players are signing up to play the lottery online - with the total number of registered players at over 883,000 in April 2020.

Prepaid Airtime

Trends

Reported growth in prepaid users in the past year across MNOS, with user numbers sitting at:
Vodacom: 33.3 million
MTN: 22.7 million
Cell C: 10.9million
Telkom: 9.4 million

Digital users

Active MTN Mobile Money(MoM) customers increasedby 3.5 million to 41.8million.

Money Transfer

Trends

Lockdown restrictions propelled the adoption
of digital money transfer platforms. Services that make it easier for people to transfer money from the safety of their homes became
particularly appealing during lockdown.

Digital users

South African FinTech, Mama Money, saw growth in international money transfers
of over 500% in volumes during 2020.