Wired
MMD Laboratories has announced the results of the July 2020 smartphone payment (contactless) satisfaction survey. Rakuten Edy is the top overall satisfaction level for contactless payment services, and iD and Mobile Suica are the top services we recommend.
Survey users of top 6 services
The “July 2020 Smartphone Payment (Contactless) Satisfaction Survey” describes contactless payment services that had a high usage rate in the “July 2020 Smartphone Payment (Contactless) Usage Trend Survey”, which was published the other day. The survey is being conducted from June 26 to July 8, 2020, targeting 100 respondents who use the main service.
The survey target is Rakuten Edy, iD, mobile Suica, QUICPay, nanaco mobile, mobile WAON 6 services.
Please note that the three services that can be used with iPhone Apple Pay are iD, mobile Suica, and QUICPay.
The opportunity to learn was “official website” “storefront”
The top three reasons for knowing the contactless payment service used in the main were “official site” 20.3%, “store information and posters” 13.8%, and “web media articles” 9.8%.
Looking at the first place that I learned by service, Rakuten Edy, iD, Mobile Suica, QUICPay became “official site”, nanaco Mobile, Mobile WAON became “store information and posters”.
The service of the two distribution companies is characterized by a particularly high recognition rate of 34.0% at the store.
The top reason for starting use is “Accounting is speedy”
The reason why we started using contactless services (multiple answers allowed) was “Because accounting ends quickly” with 37.0% at the top.
Below, 27.7% said, “Because I collect a lot of points”, “Because I don’t have to issue a card if I register with a credit card”, 27.3%, and “25.8%, because I don’t want to withdraw cash when accounting”. ..
Looking at the top reasons why we started using it by service, Rakuten Edy, nanaco Mobile’s top is “because a lot of points are accumulated”, iD, Mobile Suica, Mobile WAON “Because accounting ends quickly”, QUICPay said “Registration Then you don’t have to give out a credit card.”
In addition, “Because accounting ends quickly” is ranked first or second in each service, and each is characterized by about 30% of respondents.
71% of mobile WAON users use at least once a week
The frequency of use of the contactless payment service used by the main users was 68.3% of the total at “once a week”.
The ratio of “more than once a week” was the highest for “Mobile WAON” at 71.0%, followed by “nanaco Mobile” at 70.0%, “Rakuten Edy” at 69.0%, and “iD” and “Mobile Suica” together. 68.0% and “QUICPay” 64.0%.
Mobile Suica misses top three overall title
In the survey, the satisfaction of the contactless payment service used in the main is asked by the following 4 departments and the overall satisfaction is calculated by weighting.
- “Profitable section”: Campaign frequency, point return rate, and easy to understand points to be returned
- “Design department”: Easy to understand operation, easy to understand amount of money (balance) used, good appearance
- “Practical department”: a large number of places (stores/ECs) that can be used, understanding of store staff, and a wealth of charging methods
- “Trust department”: Security, corporate reliability, and easy-to-understand location
The highest satisfaction level for each department was “Mobile WAON” in the profitable department, and “Mobile Suica” in the three departments of design, practical use and trust.
In terms of overall satisfaction, “Rakuten Edy” was the top.
ID and Mobile Suica are the tops I would recommend
About the contactless payment service used in the main, ask if you want to recommend it to family and friends, calculate NPS (Net Promoter Score; Customer Recommendation Level), and highly evaluated “Recommended” The following graph is divided into (9-10 points), middle “neutral” (7-8 points), and low-rated “critics” (0-6 points).
Overall, recommenders were 15.7%, neutrals were 44.3%, critics were 40.0%, and NPS minus critics was -24.3.
The highest NPS (highly recommended) by service was “iD” and “Mobile Suica” at -18.0.
Is Rakuten Edy the fastest and most comprehensive overall?
Compared with the result of the satisfaction survey of the QR code payment service released by MMD Laboratories the other day, the reason why we started using the QR code payment was that the good points such as “points” and “campaigns” were high. In contrast, contactless payments are characterized by “accounting speedy” being in 1st or 2nd place.
Rakuten Edy, which took the lead in overall satisfaction, is believed to have led to a comprehensive evaluation due to the combination of speedy payments and the accumulation of Rakuten points with many users.
Source: MMD Laboratory
Photo: Rakuten Edy
(hato)
Source: iPhone Mania