June 28, 2017

The ATM turns 50: New global survey demonstrates that consumers demand innovative, user-friendly services with better, more secure authentication

NAPLES, FLA -- As the ATM celebrates its 50th anniversary, a fashion makeover is high on the wish list of consumers worldwide. According to a global online poll of 8,000 consumers conducted by YouGov on behalf of leading global provider of real-time payments ACI Worldwide, easier, intuitive and more secure ways of accessing their bank accounts are a priority for ATM users worldwide: 43 per cent of consumers in Italy, 38 per cent in Spain and 28 per cent in the U.S. want ATMs to offer better and more secure ways of authentication.

Other services consumers would like to see from ATMs include better and more detailed information about their account, such as mini-statements, alerts for upcoming payments or overdraft fees, the ability to dispense a new credit or debit card, or to access electronically signed official documents. On the downside, consumers—across all countries—are annoyed by ATM fees.

Consumers want new, innovative and user-friendly ATM services

  • The ability to dispense new credit or debit cards appealed to 35 percent of consumers in Spain, followed by 31 per cent in France, 26 per cent in the UK and 25 per cent in the U.S.

  • Consumers globally were less interested in opening other banking products (e.g. new accounts or mortgage applications) via an ATM: only five per cent of U.K. consumers and nine per cent of U.S. consumers would take advantage of such a feature.

“Consumers today have latched onto the convenience of tapping their mobile phones or swiping tablets to access their bank accounts or simply waving a contactless card over a card reader to make a payment—many of them want to use ATMs in a similar fashion,” said Mandy Killam, executive vice president, ACI Worldwide. “The ATM is a prime example of an enduring customer behavior—and in the future, consumers expect the ATM to continue to evolve, such as increased prevalence of mobile-enabled features and alternatives to traditional PIN-based authentication."

The ATM remains relevant, but usage varies depending on the country

  • Germany leads the way with 48 per cent of respondents using ATMs just as much as they always have, despite widespread availability of new digital forms of payments; this is followed by Spain at 47 per cent, the U.K at 42 per cent, France and Italy at 40 percent, the U.S. at 34 per cent and Hungary at 29 per cent.

  • 34 per cent of consumers in Hungary use ATMs a lot less now than they used to—followed by the U.S. at 23 per cent.



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