Mobile transactions grow 251% in five years, represent 7 in 10 of total

This is a machine translation of Febraban's press release

Seven out of every ten Brazilians' banking transactions are made via cell phone, consolidating this method as the population's favorite for their financial relationships. Between 2019 and 2023, smartphone transactions grew significantly by 251% in the country - while the volume of total transactions doubled, smartphone transactions grew 3.5 times in the country. In 2023, 130.7 billion banking operations were carried out on customers' smartphones, an increase of 22% compared to the previous year.

This is what the 2nd volume of the Febraban Banking Technology Survey 2024 (base year 2023) reveals, carried out by Deloitte, an organization with the most diversified professional services portfolio in the world, and released today (26), in a press conference at Febraban Tech 2024, the biggest IT event in Latin America, which runs until tomorrow, in São Paulo.

Brazilians are also increasingly using banking services. In 2023, 186 billion transactions were carried out in the various service channels provided by financial institutions, an increase of 19% compared to the previous year. The research also shows that transactions through banks' digital channels, which in addition to cell phones also include internet banking and messaging applications, account for 79% of the total, that is, practically 8 in every 10.

“The cell phone has established itself as the preferred channel for Brazilians for their banking operations. The survey once again shows the public's great acceptance of mobile banking, due to its efficiency and practicality in day-to-day operations. Brazilians are technological people and the tendency is for transactions with smartphones to continue to rise”, assesses Rodrigo Mulinari, director responsible for Febraban Banking Technology Research.

Sergio Biagini, leading partner of the Financial Services Industry at Deloitte, adds that, on average, 52 monthly transactions are made per account on the mobile banking channel. Of the total active customers on mobile, 72% are heavy users , that is, customers who made more than 80% of their transactions on this channel in the last three months. The practicality and convenience offered by mobile devices make them preferred by customers - for heavy users , access to banking platforms occurs just more than once a day.

“It is clear that mobile banking has established itself as the main relationship channel between banks and their customers, as a result of technological advances, cybersecurity and changes in consumer behavior in recent years. Despite this dominance of mobile, there is still a lot of room for us to advance in this channel, especially in the experience delivered and the assertiveness of the relationship developed in this environment. This reinforces the importance of continuing to invest in technology and innovation, to offer increasingly personalized and efficient experiences”, says Biagini.

The research showed that transactions via instant messaging applications increased by 76%, from 70.9 million to 125.2 million, and that 100% of participating banks offer instant messaging channels. Although the representation of this channel is still lower when compared to the others, recent results confirm the trend of messaging applications as another option available to customers.

Among the highlights in relation to points of sale in commerce is the 50% growth in payments via Pix, which reiterates the versatility and growing adoption of this system.

PIX

The Febraban Banking Technology Survey revealed that Pix consolidated its presence in the Brazilian market, gained maturity and, at the same time, continues to rise: in 2023, participating institutions reported a 16% increase in the total number of registered users. According to data from the Central Bank, the tool was responsible for adding 71.5 million users to the national financial system, promoting banking access in the country.

According to the survey, almost half of the total users registered on Pix carry out around 30 monthly operations for individuals and 50 monthly operations, considering legal entities.

The number of transactions with Pix grew 74% between 2022 and 2023, going from 24.1 billion to 41.9 billion, according to data from the Central Bank. The research also showed progress in all forms of payment with the tool: dynamic QR Code (254%), static QR Code (194%), manual data entry (51%), with Pix keys (44%) and as an initiator of payments (25%). “Pix came to revolutionize the financial market and continues to constantly surprise us. Its operations continue to grow and break consecutive records”, says Rodrigo Mulinari.

More results

- In this edition, the survey revealed that 33% of banks offer a marketplace platform, expanding their portfolio beyond banking products;

- In mobile banking, 90% of transactions are carried out by individuals;

- 72% of mobile banking customers are heavy users ;

- 53% of current account openings are carried out via digital channels;

- Among the bank's main means of interaction with customers, push and SMS, specific to the mobile channel, are the most representative, corresponding to 81% of total interactions in 2023;

- 56% of banks offer at least one insurance quote on digital channels;

- 18.1 million insurance quotes/simulations were carried out in 2023

About the Survey

The FEBRABAN Banking Technology Survey reaches its 32nd edition and presents the content in two stages. In this second volume, the research explores banking transactions, Pix, Open Finance and consumer behavior.

For this stage, data collection was carried out using an electronic form, between January and April 2024. Twenty-one banks responded to the form, which represents 80% of the assets of the country's banking industry.

The full survey is available at this link .