Appendix C: Consumer Responses to Survey Questionnaire

These questions in these tables may not present the full question as seen by respondents, as some were shortened for presentation purposes. For the full context of each question, including definitions provided to survey respondents and instructions regarding which respondents were asked each question, please see the questionnaire in appendix B.

Table C.1. Do you [or you partner/spouse] currently have a checking, savings, or money market account?

Q1 response	Percent, except as noted
Refused	0.3
Yes	90.6
No	9.1
Number of respondents	2,510

Table C.2. Have you [or you partner/spouse] ever had a checking, savings, or money market account?

Q2 response	Percent, except as noted
Yes	49.8
No	50.2
Number of respondents	128

Table C.3. Have you used a general-purpose reloadable prepaid card in the past 12 months?

Q3 response	Percent, except as noted
Refused	0.6
Yes	16.2
No	83.2
Number of respondents	2,510

Table C.4. In the past 12 months, have you:

Q4 response	Percent, except as noted
Refused	0.1
Used a money order	20.9
Used a check-cashing service	8.9
Used a tax refund anticipation loan	2.3
Used a pawn shop loan, a payday loan, an auto title loan, or a paycheck advance/deposit advance	6.1
Sent money to a relative or friend (not a business) living outside of the U.S. using a service other than a bank	6.2
Number of respondents	2,510

Table C.5. What do you consider to be the most important ways you interact with your bank or credit union?

Q5 response	Percent, except as noted
Refused	0.2
ATM/Cash machine	56.8
A teller in person at a branch	67.5
Over the Internet using a computer/tablet	51.4
Mobile phone app, mobile web browser or SMS/text message	22.4
Phone - Talking or using touchtone service	18.8
Mail	6.4
Family member, friend, or neighbor does the banking for me	2.4
Other	0.2*
Number of respondents	2,373

* Fewer than 10 responses were received for this option.

Table C.6. Have you visited a bank branch and spoken with a teller or a bank employee in the past 12 months?

Q6 response	Percent, except as noted
Refused	0.2
Yes	84.1
No	15.8
Number of respondents	2,373

Table C.7. In the past month, about how many times have you visited a branch and spoken with a teller or a bank employee?

Q7 response	Percent, except as noted
Refused	0.5
Share of respondents with zero uses	19.7
Mean number of uses (at least one use)	2.9
Median number of uses (at least one use)	2.0
Number of respondents	2,042

Table C.8. About how long does it take you to travel to the branch you typically visit (one way)?

Q8 response	Percent, except as noted
Refused	0.4
Mean number of minutes	10.6
Median number of minutes	10.0
Don't visit a branch	6.2
Number of respondents	2,373

Table C.9. Which of the following best describes the location of your bank or credit union branch where you can speak with a teller or bank employee, if needed?

Q8a response	Percent, except as noted
Refused	1.2
I have a branch close to my home, work, school, or other place I go frequently.	34.2
I must go out of my way or travel for a while to visit a branch.	19.2
I am not able to visit a branch because my bank does not have a branch in my area.	45.4
Number of respondents	116

Table C.10. In the past 12 months when you visited a branch and spoke with a teller or customer service representative, did you do each of the following in any of those visits?

Q9 response	Percent, except as noted
Refused/no to all	1.1
Deposit a check or cash	77.7
Withdraw cash/cash a check	65.9
Get a cashier's check, certified check, or money order	13.1
Send/wire money to someone	2.9
Transfer money between accounts	21.1
Apply for a loan	6.4
Open or close an account	13.2
Resolve a problem or question or get general information about products or services	24.6
Get specific information about your account (e.g., balance, recent activity)	25.1
Other	4.7
Number of respondents	2,042

Note: "Other" write-in responses that were repetitions of the main nine response options were reclassified into the correct categories, and the "Other" category was set to a "No" response.

Table C.11. Have you used an ATM for any banking transactions in the past 12 months?

Q10 response	Percent, except as noted
Refused	0.1
Yes	75.4
No	24.5
Number of respondents	2,373

Table C.12. In the past month, about how many times have you used an ATM for banking transactions?

Q11 response	Percent, except as noted
Refused	0.5
Share of respondents with zero uses	13.6
Mean number of uses (at least one use)	4.6
Median number of uses (at least one use)	3.0
Number of respondents	1,769

Table C.13. About how long does it take you to travel to the ATM you typically use (one way)?

Q12 response	Percent, except as noted
Refused	0.6
Mean number of minutes	8.4
Median number of minutes	5.0
Don't use an ATM	16.5
Number of respondents	2,373

Table C.14. Which of the following best describes the location of the ATM you can use for banking transactions, if needed?

Q12a response	Percent, except as noted
Refused	7.6
I have an ATM close to my home, work, school, or other place I go frequently.	68.8
I must go out of my way or travel for a while to access the ATM.	12.0
I am not able to use an ATM for banking transactions because there is not an ATM in my area.	11.6
Number of respondents	421

Table C.15. Have you used telephone banking in the past 12 months, either with a land-line phone or your mobile phone?

Q13 response	Percent, except as noted
Refused	0.2
Yes	29.7
No	70.2
Number of respondents	2,373

Table C.16. In the past month, about how many times have you used telephone banking to access your account?

Q14 response	Percent, except as noted
Refused	0.1
Share of respondents with zero uses	30.1
Mean number of uses (at least one use)	4.4
Median number of uses (at least one use)	2.0
Number of respondents	651

Table C.17. Do you currently have regular access to the Internet at your home that is not provided by GfK, formerly Knowledge Networks?

Q15 response	Percent, except as noted
Refused	0.2
Using a computer (desktop, laptop)	78.3
Using a tablet (e.g., iPad)	42.3
Neither	17.6
Number of respondents	2,510

Table C.18. Do you currently have regular access to the Internet outside your home (e.g., at school, work, public library, etc.)?

Q16 response	Percent, except as noted
Refused	0.3
Using a computer (desktop, laptop)	57.2
Using a tablet (e.g., iPad)	28.4
Neither	38.3
Number of respondents	2,510

Table C.19. Have you used online banking on a desktop, laptop, or tablet (e.g., iPad) computer in the past 12 months?

Q17 response	Percent, except as noted
Refused	0.6
Yes	71.1
No	28.3
Number of respondents	2,373

Table C.20. In the past month, about how many times have you used online banking on a desktop, laptop, or tablet (e.g., iPad) computer?

Q18 response	Percent, except as noted
Refused	0.1
Share of respondents with zero uses	4.7
Mean number of uses (at least one use)	9.0
Median number of uses (at least one use)	5.0
Number of respondents	1,772

Table C.21. Do you own or have regular access to a mobile phone (cell phone)?

Q19 response	Percent, except as noted
Yes	87.4
No	12.6
Number of respondents	2,510

Table C.22. Is your mobile phone a smartphone?

Q20 response	Percent, except as noted
Refused	0.3
Yes	76.6
No	23.2
Number of respondents	2,244

Table C.23. Which type of smartphone do you have?

Q21 response	Percent, except as noted
Refused	0.0
Android	50.6
BlackBerry	0.8
iPhone	41.7
Windows Mobile	2.3
Other	2.6
Don't know	2.0
Number of respondents	1,680

Table C.24. How confident are you in your ability to understand and navigate the technology and features of your mobile phone?

Q22 response	Percent, except as noted
Refused	0.4
Very confident	51.3
Somewhat confident	37.2
Not confident	11.2
Number of respondents	2,244

Table C.25. Do you password protect your smartphone?

Q23 response	Percent, except as noted
Refused	0.6
Yes	69.9
No	29.5
Number of respondents	1,680

Table C.26. In the past 12 months, have you taken any of the following actions with your smartphone?

Q24 response	Percent, except as noted
Refused/no to all	10.4
Install updates to your mobile operating system or your apps	83.8
Change password on your phone or apps	43.4
Use anti-malware software/apps or other means to protect your smartphone	32.9
Download or install apps from sources outside the primary app store for your phone	21.3
Customize privacy settings (e.g., restricting which apps can track your location)	57.8
Password protect apps that store sensitive data, e.g., mobile wallet	38.9
Send or access sensitive data over public WiFi networks	23.1
Use an app or other service that allows you to locate, remotely access, erase, or disable your smartphone in case of loss or theft (e.g., Apple "Find my iPhone" or BullGuard)	32.9
Number of respondents	1,680

Table C.27. Does your bank or credit union offer mobile banking?

Q25 response	Percent, except as noted
Refused	0.1
Yes	74.7
No	4.6
Don't know	20.6
Number of respondents	2,151

Table C.28. Have you used mobile banking in the past 12 months?

Q26 response	Percent, except as noted
Refused	0.6
Yes	42.7
No	56.7
Number of respondents	2,151

Table C.29. Do you plan to use mobile banking in the next 12 months?

Q27 response	Percent, except as noted
Refused	0.4
Definitely will use	0.7*
Probably will use	11.5
Probably will not use	43.7
Definitely will not use	43.7
Number of respondents	1,343

* Fewer than 10 responses were received for this option.

Table C.30. Using your mobile phone, have you done each of the following in the past 12 months?

Q28 response	Percent, except as noted
Refused/no to all	42.3
Checked an account balance or checked recent transactions	49.6
Made a bill payment using your bank's online banking website or banking app	23.4
Received an alert (e.g., a text message, push notification, or e-mail) from your bank	31.2
Transferred money between your bank accounts	28.0
Sent money to relatives or friends within the U.S. using your bank's app or mobile website	7.4
Sent money to relatives or friends outside the U.S. using your bank's app or mobile website	1.8
Deposited a check to your account electronically using your mobile phone camera	21.7
Located the closest in-network ATM or branch for your bank	19.9
Number of respondents	2,151

Note: This question was asked of those with a mobile phone and a bank account and includes those who did not identify themselves as having used mobile banking in the previous 12 months.

Table C.31. Do you have your bank's mobile banking app on your mobile phone?

Q29 response	Percent, except as noted
Refused	0.7
Yes	39.8
No	59.5
Number of respondents	2,151

Table C.32. In the past month, about how many times have you personally used mobile banking?

Q30 response	Percent, except as noted
Refused	1.8
Share of respondents with zero uses	9.4
Mean number of uses (at least one use)	9.3
Median number of uses (at least one use)	5.0
Number of respondents	801

Table C.33. When did you start using mobile banking?

Q31 response	Percent, except as noted
Refused	6.0
In the last 6 months	9.1
6 to 12 months ago	13.8
1 to 2 years ago	25.5
More than 2 years ago	38.7
I don't remember	7.0
Number of respondents	801

Table C.34. What was the main reason why you started using mobile banking when you did?

Q32 response	Percent, except as noted
Refused	0.5
I got a smartphone	25.8
My bank started offering the service	19.0
There is no bank branch or ATM near my home or work	3.4
I became comfortable with the security of mobile banking	6.7
I liked the convenience of mobile banking	38.8
To receive fraud alerts or check my account for fraudulent transactions	2.9
Other	2.9
Number of respondents	801

Table C.35. Have you made a mobile payment in the past 12 months?

Q33 response	Percent, except as noted
Refused	0.3
Yes	23.7
No	76.0
Number of respondents	2,244

Table C.36. Using your mobile phone, have you done each of the following in the past 12 months?

Q34 response	Percent, except as noted
Refused/no to all	70.1
Sent money to relatives or friends within the U.S. (e.g., Venmo, PayPal, Google Wallet, your bank's app)	8.3
Sent money to relatives or friends outside the U.S. (e.g., Western Union or USPS SureMoney, your bank's app)	2.6
Paid for something in a store using your mobile phone/app (e.g., Starbucks, Apple Pay) instead of cash or a physical payment card	9.9
Paid for parking, a taxi, car service (e.g., Uber), or public transit	6.4
Paid a bill using your mobile phone's web browser or an app	18.7
Purchased a physical item or digital content remotely by using your mobile phone's web browser or an app	14.5
Made a donation or other payment using a text message	3.5
Number of respondents	2,244

Note: This question was asked of those with a mobile phone and includes those who did not identify themselves as having used mobile payments in the previous 12 months.

Table C.37. In the past month, about how many times have you used your mobile phone to make any type of mobile payment?

Q35 response	Percent, except as noted
Refused	0.8
Share of respondents with zero uses	25.5
Mean number of uses (at least one use)	4.1
Median number of uses (at least one use)	3.0
Number of respondents	436

Table C.38. In the past month, about how many times have you used your mobile phone to pay for a product or service at a store?

Q36 response	Percent, except as noted
Refused	1.8
Share of respondents with zero uses	25.3
Mean number of uses (at least one use)	3.7
Median number of uses (at least one use)	2.0
Number of respondents	192

Table C.39. You indicated that you have not made a mobile payment in a store in the past 12 months. Do you plan to use your mobile phone to make a payment in a store in the next 12 months?

Q34A response	Percent, except as noted
Refused	0.4
Definitely will use	3.6
Probably will use	12.0
Probably will not use	44.3
Definitely will not use	39.7
Number of respondents	2,045

Table C.40. When making mobile payments, which of the following payment methods do you use?

Q37 response	Percent, except as noted
Refused	1.8
Credit card	47.8
Debit card	56.4
Prepaid debit card	9.5
Bank account	36.1
Charge to your phone bill	3.3
Account at a non-financial institution (e.g., PayPal)	15.8
Other	1.9*
Number of respondents	436

* Fewer than 10 responses were received for this option.

Table C.41. When did you start using mobile payments?

Q38 response	Percent, except as noted
Refused	1.6
In the last 6 months	10.4
6 to 12 months ago	16.4
1 to 2 years ago	20.5
More than 2 years ago	30.4
I don't remember	20.8
Number of respondents	436

Table C.42. What was the main reason why you started using mobile payments when you did?

Q39 response	Percent, except as noted
Refused	2.7
I got a smartphone	20.4
The ability to make mobile payments became available	13.8
I became comfortable with the security of mobile payments	7.1
I liked the convenience of mobile payments	45.0
A store I visit started offering the service	2.5
To take advantage of loyalty or rewards points and discounts	4.0
Other	4.5
Number of respondents	436

Table C.43. Please tell us if each of the reasons below are why you do not use mobile banking.

Q40 response	Percent, except as noted
Refused/no to all	2.7
I'm concerned about the security of mobile banking	72.7
My banking needs are being met without mobile banking	87.9
I don't see any reason to use mobile banking	78.3
The mobile phone screen is too small	43.1
I don't have a smartphone	27.4
My bank charges a fee for using mobile banking	6.3
I don‘t do the banking in my household	15.3
I don't trust the technology	40.2
It's too difficult to use mobile banking	18.2
Number of respondents	819

Table C.44. Assuming that the concerns that you have about using mobile banking were addressed, would you be interested in doing any of the following activities with your mobile phone?

Q41 response	Percent, except as noted
Refused	1.1
Download your bank's mobile banking app	22.1
Check an account balance or recent transactions	35.2
Make bill payments using your bank's website or app	16.6
Receive alerts (e.g., text message, push notification, or e-mail) from your bank	25.1
Deposit a check electronically using a mobile phone camera	21.1
Transfer money between your bank accounts	18.6
Send money to relatives or friends within the U.S.	5.3
Send money to relatives or friends outside the U.S.	2.0
Locate the closest in-network ATM or branch	15.9
None, I don't want to use mobile banking	54.3
Number of respondents	819

Table C.45. If your bank or credit union were to offer mobile banking, would you be interested in doing any of the following activities with your mobile phone?

Q42 response	Percent, except as noted
Refused	1.2
Download your bank's mobile banking app	11.0
Check an account balance or recent transactions	17.4
Make bill payments using your bank's website or app	5.6
Receive alerts (e.g., text message, push notification, or e-mail) from your bank	7.3
Deposit a check electronically using a mobile phone camera	5.2
Transfer money between your bank accounts	5.1
Send money to relatives or friends within the U.S.	1.5*
Send money to relatives or friends outside the U.S.	0.1*
Locate the closest in-network ATM or branch	5.2
None, I don't want to use mobile banking	75.2
Number of respondents	536

* Fewer than 10 responses were received for this option.

Table C.46. Please tell us if any of the reasons below are why you do not use mobile payments.

Q43 response	Percent, except as noted
Refused/no to all	5.9
I'm concerned about the security of mobile payments	67.1
It's easier to pay with cash or a credit/debit card	80.0
I don't see any benefit from using mobile payments	64.9
The places I shop don't accept mobile payments	22.2
I don't have the necessary feature on my phone	36.1
I don't trust the technology	47.5
It's difficult or time consuming to set up or use mobile payments	34.3
I don't need to make any payments or someone else pays the bills	25.1
I don't really understand all the different mobile payment options	36.2
Number of respondents	1,802

Table C.47. Assuming that the reason(s) why you do not currently use mobile payments was addressed, would you be interested in doing any of the following activities with your mobile phone?

Q44 response	Percent, except as noted
Refused	1.0
Sending money to relatives or friends within the U.S.	5.8
Sending money to relatives or friends outside the U.S.	2.4
Paying for something in a store using your mobile phone/app instead of cash or a physical payment card	16.8
Paying for parking, a taxi, car service, or public transit	11.8
Paying a bill using your mobile phone's web browser or an app	11.7
Purchasing a physical item or digital content remotely by using your mobile phone's web browser or an app	11.7
Making a donation or other payment using a text message	4.8
None, I don't want to use mobile payments	74.2
Number of respondents	1,802

Table C.48. How safe do you believe people's personal information is when they use mobile banking?

Q45 response	Percent, except as noted
Refused	0.4
Very safe	7.8
Somewhat safe	35.2
Somewhat unsafe	24.3
Very unsafe	17.6
Don't know	14.7
Number of respondents	2,244

Table C.49. How safe do you believe people's personal information is when they use a mobile phone to pay for a purchase at a store?

Q46 response	Percent, except as noted
Refused	0.9
Very safe	6.4
Somewhat safe	32.1
Somewhat unsafe	26.6
Very unsafe	19.4
Don't know	14.7
Number of respondents	2,244

Table C.50. Which one of the following security aspects would cause you the most concern about using your mobile phone for financial transactions such as mobile banking or paying for a purchase in a store?

Q47 response	Percent, except as noted
Refused	0.4
My phone getting hacked or someone intercepting my data	25.1
Someone using my phone without permission to access my account	3.9
Losing my phone or having my phone stolen	13.4
Malware or viruses being installed on my phone	2.3
Companies misusing my personal information	1.9
Companies (merchants, banks, third parties) not providing sufficient security to protect my mobile transactions	7.3
All of the above	37.4
Other	0.8
No concerns/I think it is safe	7.7
Number of respondents	2,244

Table C.51. Do you already use, would like to use, or are unlikely to use your mobile phone for each of the following purposes?

Q48 response	Percent, except as noted
	Refused	I already do	I would like to	I am unlikely to
Track your finances, purchases or expenses	1.0	33.4	13.8	51.9
Organize, track and store gift cards, memberships, loyalty and reward points	1.1	14.2	22.0	62.8
Compare prices when shopping	1.0	32.6	22.9	43.5
Receive and manage discount offers and coupons	1.1	25.5	24.9	48.5
Receive offers and promotions based on your location	1.0	18.9	22.3	57.8
Number of respondents	2,244

Table C.52. I am willing to allow my mobile phone to provide my location to companies I shop with regularly so that they can offer me discounts, promotions, or services based on where I am.

Q49 response	Percent, except as noted
Refused	0.7
Strongly agree	5.7
Agree	34.7
Disagree	33.2
Strongly disagree	25.7
Number of respondents	1,680

Table C.53. I am willing to answer security questions or provide additional information to my bank or credit union when I log into mobile banking so that my bank can enhance the security of my mobile transaction.

Q50 response	Percent, except as noted
Refused	0.9
Strongly agree	31.8
Agree	42.0
Disagree	13.4
Strongly disagree	11.9
Number of respondents	1,680

Table C.54. Have you ever used your mobile phone to comparison shop over the Internet while at a retail store?

Q51 response	Percent, except as noted
Refused	0.9
Yes	44.9
No	54.1
Number of respondents	1,680

Table C.55. Have you ever used a barcode scanning app on your mobile phone while shopping at a retail store to find the best price for an item?

Q52 response	Percent, except as noted
Refused	0.6
Yes	28.2
No	71.2
Number of respondents	1,680

Table C.56. Has using your mobile phone to compare prices while you were shopping at a retail store ever changed where you made your purchase?

Q53 response	Percent, except as noted
Refused	0.1
Yes	69.0
No	30.9
Number of respondents	820

Table C.57. Have you ever scanned a QR code (similar to a barcode) in a retail store, newspaper, magazine, or billboard advertisement to obtain information about a product on your mobile phone?

Q54 response	Percent, except as noted
Refused	0.7
Yes	29.4
No	70.0
Number of respondents	1,680

Table C.58. Have you ever used your mobile phone to browse product reviews or get product information while shopping at a retail store?

Q55 response	Percent, except as noted
Refused	0.7
Yes	41.3
No	58.0
Number of respondents	1,680

Table C.59. Has reading product reviews on your mobile phone while shopping at a retail store ever changed which item you ended up purchasing?

Q56 response	Percent, except as noted
Refused	0.4
Yes	78.8
No	20.8
Number of respondents	662

Table C.60. In the past 12 months, have you used your mobile phone to check your account balance or available credit before making a large purchase?

Q57 response	Percent, except as noted
Refused	0.3
Yes	62.2
No	37.5
Number of respondents	775

Table C.61. Thinking of the most recent time that you checked your account balance or available credit before making a large purchase, did you decide not to buy that particular item because of the amount of money left in your account or the amount of your available credit?

Q58 response	Percent, except as noted
Refused	0.8
Yes	50.2
No	49.0
Number of respondents	444

Table C.62. Do you receive each of the following kinds of alerts?

Q59 response	Percent, except as noted
Refused	1.5
Low balance	46.0
Payment due	37.8
Saving reminders	6.5
Fraud	34.6
Credit card balance	19.2
Deposit or withdrawal	39.2
Statement available notification	38.8
Other	7.0
Number of respondents	594

Table C.63. Thinking of the most recent low-balance alert you received, which of the following actions did you take after receiving the alert?

Q60 response	Percent, except as noted
Refused	0.4
Transferred money into the account with the low balance from another account	42.9
Deposited money into the account with the low balance	35.5
Reduced my spending	29.9
None of the above	21.3
Number of respondents	256

Summary Statistics for Demographic Characteristics

Table C.64. Summary statistics for demographic characteristics: Full sample
 

Demographic characteristics	Weighted		Unweighted
	Mean	Standard deviation	Mean	Standard deviation
Age	47.2005	17.2817	52.5630	16.7876
Male	0.4819	0.4998	0.5163	0.4998
Female	0.5181	0.4998	0.4837	0.4998
18-29	0.2133	0.4097	0.1227	0.3282
30-44	0.2513	0.4339	0.2012	0.4010
45-59	0.2657	0.4418	0.2956	0.4564
60+	0.2697	0.4439	0.3805	0.4856
Less than high school	0.1228	0.3283	0.0618	0.2408
High school degree	0.2959	0.4565	0.2633	0.4405
Some college	0.2831	0.4506	0.3040	0.4601
Bachelor's degree or higher	0.2982	0.4576	0.3709	0.4831
White, non-Hispanic	0.6489	0.4774	0.7645	0.4244
Black, non-Hispanic	0.1168	0.3213	0.0781	0.2684
Other, non-Hispanic	0.0793	0.2703	0.0637	0.2443
Hispanic	0.1549	0.3619	0.0936	0.2914
2+ races, non-Hispanic	0.0124	0.1109	0.0259	0.1589
Less than $25,000	0.1687	0.3746	0.1135	0.3173
$25,000-$39,999	0.2018	0.4014	0.1865	0.3896
$40,000-$74,999	0.1651	0.3713	0.1637	0.3701
$75,000-$99,999	0.2327	0.4226	0.2566	0.4368
Greater than $100,000	0.2317	0.4220	0.2797	0.4489
Married	0.5041	0.5001	0.6016	0.4897
Not married	0.4959	0.5001	0.3984	0.4897
Metropolitan	0.8488	0.3583	0.8570	0.3502
Northeast	0.1808	0.3849	0.1853	0.3886
Midwest	0.2132	0.4096	0.2283	0.4198
South	0.3717	0.4834	0.3578	0.4794
West	0.2343	0.4236	0.2287	0.4201
Employed	0.5829	0.4932	0.5526	0.4973
Unemployed, in labor force	0.0631	0.2432	0.0474	0.2126
Not in labor force	0.3540	0.4783	0.4000	0.4900
Observations	2,510

Table C.65. Summary statistics for demographic characteristics: All mobile phone users (feature and smartphone)

Demographic characteristics	Weighted		Unweighted
	Mean	Standard deviation	Mean	Standard deviation
Age	46.4496	16.9932	51.9020	16.5833
Male	0.4727	0.4994	0.5107	0.5000
Female	0.5273	0.4994	0.4893	0.5000
18-29	0.2212	0.4151	0.1270	0.3331
30-44	0.2578	0.4375	0.2077	0.4057
45-59	0.2706	0.4444	0.3004	0.4585
60+	0.2504	0.4334	0.3650	0.4815
Less than high school	0.1102	0.3132	0.0539	0.2259
High school degree	0.2827	0.4504	0.2536	0.4351
Some college	0.2921	0.4548	0.3093	0.4623
Bachelor's degree or higher	0.3150	0.4646	0.3832	0.4863
White, non-Hispanic	0.6513	0.4766	0.7660	0.4234
Black, non-Hispanic	0.1107	0.3139	0.0740	0.2618
Other, non-Hispanic	0.0793	0.2702	0.0642	0.2451
Hispanic	0.1587	0.3654	0.0958	0.2944
2+ races, non-Hispanic	0.0121	0.1093	0.0258	0.1587
Less than $25,000	0.1462	0.3534	0.0980	0.2974
$25,000-$39,999	0.1983	0.3988	0.1791	0.3836
$40,000-$74,999	0.1628	0.3693	0.1622	0.3687
$75,000-$99,999	0.2374	0.4256	0.2620	0.4398
Greater than $100,000	0.2552	0.4361	0.2986	0.4577
Married	0.5143	0.4999	0.6119	0.4874
Not married	0.4857	0.4999	0.3881	0.4874
Metropolitan	0.8599	0.3472	0.8632	0.3437
Northeast	0.1762	0.3810	0.1778	0.3824
Midwest	0.2137	0.4100	0.2277	0.4195
South	0.3654	0.4816	0.3619	0.4806
West	0.2448	0.4301	0.2326	0.4226
Employed	0.6119	0.4874	0.5740	0.4946
Unemployed, in labor force	0.0620	0.2412	0.0459	0.2093
Not in labor force	0.3261	0.4689	0.3801	0.4855
Observations	2,244

Table C.66. Summary statistics for demographic characteristics: Smartphone users

Demographic characteristics	Weighted		Unweighted
	Mean	Standard deviation	Mean	Standard deviation
Age	43.1405	15.8533	48.6601	15.9603
Male	0.4712	0.4993	0.5054	0.5001
Female	0.5288	0.4993	0.4946	0.5001
18-29	0.2640	0.4409	0.1565	0.3635
30-44	0.2973	0.4572	0.2464	0.4311
45-59	0.2553	0.4361	0.3113	0.4632
60+	0.1834	0.3871	0.2857	0.4519
Less than high school	0.0791	0.2700	0.0375	0.1900
High school degree	0.2742	0.4462	0.2369	0.4253
Some college	0.3030	0.4597	0.3167	0.4653
Bachelor's degree or higher	0.3437	0.4751	0.4089	0.4918
White, non-Hispanic	0.6294	0.4831	0.7440	0.4365
Black, non-Hispanic	0.1101	0.3130	0.0780	0.2682
Other, non-Hispanic	0.0898	0.2860	0.0714	0.2576
Hispanic	0.1707	0.3764	0.1065	0.3086
2+ races, non-Hispanic	0.0124	0.1108	0.0274	0.1632
Less than $25,000	0.1103	0.3134	0.0738	0.2615
$25,000-$39,999	0.1705	0.3762	0.1488	0.3560
$40,000-$74,999	0.1682	0.3742	0.1565	0.3635
$75,000-$99,999	0.2636	0.4407	0.2839	0.4510
Greater than $100,000	0.2873	0.4527	0.3369	0.4728
Married	0.5205	0.4997	0.6149	0.4868
Not married	0.4795	0.4997	0.3851	0.4868
Metropolitan	0.8800	0.3251	0.8780	0.3274
Northeast	0.1737	0.3790	0.1690	0.3749
Midwest	0.2024	0.4019	0.2185	0.4133
South	0.3636	0.4812	0.3720	0.4835
West	0.2603	0.4389	0.2405	0.4275
Employed	0.6876	0.4636	0.6530	0.4762
Unemployed, in labor force	0.0656	0.2477	0.0500	0.2180
Not in labor force	0.2468	0.4313	0.2970	0.4571
Observations	1,680

Table C.67. Summary statistics for demographic characteristics: Feature phone users

Demographic characteristics	Weighted		Unweighted
	Mean	Standard deviation	Mean	Standard deviation
Age	57.1376	16.0644	61.5342	14.5549
Male	0.4763	0.4999	0.5252	0.4998
Female	0.5237	0.4999	0.4748	0.4998
18-29	0.0822	0.2749	0.0396	0.1951
30-44	0.1302	0.3368	0.0935	0.2914
45-59	0.3187	0.4664	0.2644	0.4414
60+	0.4689	0.4995	0.6025	0.4898
Less than high school	0.2141	0.4105	0.1043	0.3059
High school degree	0.3063	0.4614	0.3022	0.4596
Some college	0.2582	0.4380	0.2860	0.4523
Bachelor's degree or higher	0.2214	0.4156	0.3076	0.4619
White, non-Hispanic	0.7198	0.4495	0.8291	0.3767
Black, non-Hispanic	0.1143	0.3184	0.0629	0.2431
Other, non-Hispanic	0.0452	0.2080	0.0432	0.2034
Hispanic	0.1207	0.3260	0.0647	0.2463
2+ races, non-Hispanic	0.0112	0.1053	0.0216	0.1454
Less than $25,000	0.2632	0.4407	0.1691	0.3751
$25,000-$39,999	0.2871	0.4528	0.2680	0.4433
$40,000-$74,999	0.1469	0.3543	0.1817	0.3859
$75,000-$99,999	0.1530	0.3603	0.1978	0.3987
Greater than $100,000	0.1498	0.3572	0.1835	0.3874
Married	0.4941	0.5004	0.6025	0.4898
Not married	0.5059	0.5004	0.3975	0.4898
Metropolitan	0.7948	0.4042	0.8201	0.3844
Northeast	0.1827	0.3868	0.2014	0.4014
Midwest	0.2494	0.4330	0.2554	0.4365
South	0.3748	0.4845	0.3345	0.4723
West	0.1931	0.3951	0.2086	0.4067
Employed	0.3630	0.4813	0.3345	0.4723
Unemployed, in labor force	0.0507	0.2197	0.0342	0.1818
Not in labor force	0.5863	0.4929	0.6313	0.4829
Observations	556

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Cross-Tabulations for Consumers' Use of Mobile Phones

Table C.68. Do you own or have regular access to a mobile phone?
Percent, except as noted

Age categories	No	Yes	Total	Number of respondents	Percentage of users in category
18-29	9.3	90.7	100.0	308	22.1
30-44	10.3	89.7	100.0	505	25.8
45-59	10.9	89.1	100.0	742	27.1
60+	18.8	81.2	100.0	955	25.0
Number of respondents	266	2,244	-	2,510	100.0

Table C.69. Is your mobile phone a smartphone?
Percent, except as noted

Age categories	Refused	No	Yes	Total	Number of respondents	Percentage of users in category
18-29	0.0	8.6	91.4	100.0	285	26.4
30-44	0.0	11.7	88.3	100.0	466	29.7
45-59	0.5	27.3	72.2	100.0	674	25.5
60+	0.5	43.4	56.1	100.0	819	18.3
Number of respondents	8	556	1,680	-	2,244	100.0

Table C.70. Do you own or have regular access to a mobile phone?
Percent, except as noted

Race/ethnicity	No	Yes	Total	Number of respondents	Percentage of users in category
White, non-Hispanic	12.2	87.8	100.0	1,919	65.1
Black, non-Hispanic	17.1	82.9	100.0	196	11.1
Other, non-Hispanic	12.2	87.8	100.0	95	6.7
Hispanic	10.5	89.5	100.0	235	15.9
2+ races, non-Hispanic	15.0	85.0	100.0	65	1.2
Number of respondents	266	2,244	-	2,510	100.0

Table C.71. Is your mobile phone a smartphone?
Percent, except as noted

Race/ethnicity	Refused	No	Yes	Total	Number of respondents	Percentage of users in category
White, non-Hispanic	0.4	25.6	74.0	100.0	1,719	62.9
Black, non-Hispanic	0.0	23.9	76.1	100.0	166	11.0
Other, non-Hispanic	0.0	11.7	88.3	100.0	86	7.7
Hispanic	0.0	17.6	82.4	100.0	215	17.1
2+ races, non-Hispanic	0.0	21.4	78.6	100.0	58	1.2
Number of respondents	8	556	1,680	-	2,244	100.0

Table C.72. Do you own or have regular access to a mobile phone?
Percent, except as noted

Gender	No	Yes	Total	Number of respondents	Percentage of users in category
Female	11.0	89.0	100.0	1,214	52.7
Male	14.2	85.8	100.0	1,296	47.3
Number of respondents	266	2,244	-	2,510	100.0

Table C.73. Is your mobile phone a smartphone?
Percent, except as noted

Gender	Refused	No	Yes	Total	Number of respondents	Percentage of users in category
Female	0.2	23	76.8	100.0	1,098	52.9
Male	0.3	23.4	76.3	100.0	1,146	47.1
Number of respondents	8	556	1,680	-	2,244	100.0

Table C.74. Do you own or have regular access to a mobile phone?
Percent, except as noted

Education	No	Yes	Total	Number of respondents	Percentage of users in category
Less than high school	21.6	78.4	100.0	155	11.0
High school	16.5	83.5	100.0	661	28.3
Some college	9.8	90.2	100.0	763	29.2
Bachelor's degree or higher	7.7	92.3	100.0	931	31.5
Number of respondents	266	2,244	-	2,510	100.0

Table C.75. Is your mobile phone a smartphone?
Percent, except as noted

Education	Refused	No	Yes	Total	Number of respondents	Percentage of users in category
Less than high school	0.0	45.0	55.0	100.0	121	7.9
High school	0.6	25.1	74.2	100.0	569	27.4
Some college	0.1	20.5	79.4	100.0	694	30.3
Bachelor's degree or higher	0.2	16.3	83.5	100.0	860	34.4
Number of respondents	8	556	1,680	-	2,244	100.0

Table C.76. Do you own or have regular access to a mobile phone?
Percent, except as noted

Income group	No	Yes	Total	Number of respondents	Percentage of users in category
Less than $25,000	24.2	75.8	100.0	285	14.6
$25,000-$39,999	14.1	85.9	100.0	468	19.8
$40,000-$74,999	13.8	86.2	100.0	411	16.3
$75,000-$99,999	10.8	89.2	100.0	644	23.7
Greater than $100,000	3.7	96.3	100.0	702	25.5
Number of respondents	266	2,244	-	2,510	100.0

Table C.77. Is your mobile phone a smartphone?
Percent, except as noted

Income group	Refused	No	Yes	Total	Number of respondents	Percentage of users in category
Less than $25,000	0.5	41.7	57.8	100.0	220	11.0
$25,000-$39,999	0.6	33.5	65.8	100.0	402	17.1
$40,000-$74,999	0.0	20.9	79.1	100.0	364	16.8
$75,000-$99,999	0.0	14.9	85.0	100.0	588	26.4
Greater than $100,000	0.2	13.6	86.2	100.0	670	28.7
Number of respondents	8	556	1,680	-	2,244	100.0

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Cross-Tabulations for Consumers' Use of Mobile Banking and Mobile Payments

C.78.a. Cross-tabulations for consumers' use of mobile banking by age, race, gender, education, and income: Smartphone users
Percent, except as noted

Use of mobile banking in past 12 months	Refused	No	Yes	Total	Number of respondents	Percentage of users in category
Age categories
18-29	0.0	30.3	69.7	100.0	240	33.2
30-44	0.7	36.3	63.0	100.0	392	34.9
45-59	0.0	56.8	43.2	100.0	512	21.4
60+	0.9	70.0	29.1	100.0	478	10.6
Number of respondents	4	843	775	-	1,622	100.0
Race/ethnicity
White, non-Hispanic	0.3	51.4	48.3	100.0	1,218	58.4
Black, non-Hispanic	0.8	41.5	57.8	100.0	122	11.4
Other, non-Hispanic	0.0	41.3	58.7	100.0	72	8.8
Hispanic	0.9	33.6	65.5	100.0	168	20.3
2+ races, non-Hispanic	0.0	51.5	48.5	100.0	42	1.0
Number of respondents	4	843	775	-	1,622	100.0
Gender
Female	0.4	46.3	53.3	100.0	801	53.2
Male	0.4	47.1	52.6	100.0	821	46.8
Number of respondents	4	843	775	-	1,622	100.0
Education
Less than high school	3.9	45.3	50.8	100.0	49	6.1
High school	0.0	54.2	45.8	100.0	375	23.0
Some college	0.0	42.6	57.4	100.0	518	33.9
Bachelor's degree or higher	0.4	44.8	54.8	100.0	680	37.1
Number of respondents	4	843	775	-	1,622	100.0
Income group
Less than $25,000	2.7	35.2	62.1	100.0	104	10.7
$25,000-$39,999	0.0	48.7	51.3	100.0	234	16.1
$40,000-$74,999	0.4	54.0	45.6	100.0	252	14.3
$75,000-$99,999	0.0	45.2	54.8	100.0	474	28.6
Greater than $100,000	0.3	46.2	53.5	100.0	558	30.3
Number of respondents	4	843	775	-	1,622	100.0

C.78.b. Cross-tabulations for consumers' use of mobile payments by age, race, gender, education, and income: Smartphone users
Percent, except as noted

Use of mobile payments in past 12 months	Refused	No	Yes	Total	Number of respondents	Percentage of users in category
Age categories
18-29	0.9	66.9	32.2	100.0	263	30.1
30-44	0.5	63.3	36.2	100.0	414	38.1
45-59	0.0	77.2	22.8	100.0	523	20.6
60+	0.1	82.6	17.3	100.0	480	11.2
Number of respondents	6	1,268	406	-	1,680	100.0
Race/ethnicity
White, non-Hispanic	0.4	76.5	23.1	100.0	1,250	51.4
Black, non-Hispanic	0.0	62.8	37.2	100.0	131	14.5
Other, non-Hispanic	0.0	56.0	44.0	100.0	74	12.0
Hispanic	0.8	65.0	34.2	100.0	179	20.6
2+ races, non-Hispanic	0.0	66.3	33.7	100.0	46	1.5
Number of respondents	6	1,268	406	-	1,680	100.0
Gender
Female	0.5	70.2	29.3	100.0	831	54.8
Male	0.3	72.6	27.1	100.0	849	45.2
Number of respondents	6	1,268	406	-	1,680	100.0
Education
Less than high school	0.0	69.6	30.4	100.0	63	8.5
High school	0.5	73.9	25.6	100.0	398	24.8
Some college	0.2	72.0	27.8	100.0	532	29.7
Bachelor's degree or higher	0.5	69.1	30.4	100.0	687	37.0
Number of respondents	6	1,268	406	-	1,680	100.0
Income group
Less than $25,000	0.0	59.1	40.9	100.0	124	15.9
$25,000-$39,999	0.1	70.7	29.2	100.0	250	17.6
$40,000-$74,999	1.1	79.6	19.2	100.0	263	11.4
$75,000-$99,999	0.7	72.2	27.1	100.0	477	25.2
Greater than $100,000	0.0	70.7	29.3	100.0	566	29.7
Number of respondents	6	1,268	406	-	1,680	100.0

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