Appendices

CX Guidelines Consultation – Research Data

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Published 4 years ago 25 Jun 2020

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S. No.Journey Ref.Research FindingsTheme
Ref. no.Research evidence - what, who, why, and quantitative stats where available
12.2.2Research amongst consumers has shown that 29% of participants actively prefer a browser-based PIS journey for a single domestic payment, while 32% prefer an app based journey. Those preferring a browser-based journey refer to security and ease to explain their choice. Those preferring the app based alternative select it because they deem it easier than the web-based experience, with fewer mentioning security.Security
Speed
Control
22.2.3Research amongst consumers has shown that 29% of participants actively prefer a browser-based PIS journey for a single domestic payment, while 32% prefer an app based journey. Those preferring a browser-based journey refer to security and ease to explain their choice. Those preferring the app based alternative select it because they deem it easier than the web-based experience, with fewer mentioning security.Security
Speed
Control
32.2.3Consumer research has shown that people feel authentication via Fingerprint ID adds a reassuring sense of security to the journey.Security
42.2.3Research amongst consumers has shown that within a TPP domain in an app to app context, 45% of participants want to have a 'proceed' button to click after reviewing account information, to confirm payment and begin the biometric authentication process. They feel this is secure and gives them control. Security
Control
52.2.7Research amongst consumers and SME PSUs has shown that the presence of the ASPSP's logo on the PISP to ASPSP redirection screen is important (70% and 74% respectively saying this) and that it makes them trust the process more (66% and 77%) respectively.Trust
Transparency
A two to three second delay on the redirections screens, may encourage wider take up without causing irritation as the time delay provides reassurance of the bank’s involvement. This is important to older consumers and the less financially savvy.
62.3.1Research shows that consumers are familiar with decoupled authentication when making a payment or setting up a new payment. This means that, if PIS journey designs follow similar patterns, consumers will be comfortable with them. Many welcome the additional level of security decoupled authentication provides.Security
72.3.2Research shows that consumers are familiar with decoupled authentication when making a payment or setting up a new payment. This means that, if PIS journey designs follow similar patterns, consumers will be comfortable with them. Many welcome the additional level of security decoupled authentication provides.Security
82.3.2Consumer research has shown that 62% of people feel having to generate a one-time code on a mobile app is 'annoying‘.Security
93.1.3In addition, consumer research has shown that respondents prefer confirmation of a revocation in writing via email in addition to text on the website.Trust
Control
103.1.4Consumer research has shown that people feel most confident that a revocation has been actioned when it is has taken place with an ASPSP. Their perception is that they are 'stopping' the information at 'source' rather than instructing a TPP not to 'take' the information.Trust
Control
113.2.2Research amongst consumers has shown that utilising simple, familiar language enables consumers to understand the broad categories of account data that may be required by AISPs. 'Your Account Details', 'Your Regular Payments', 'Your Account Transactions' and 'Your Account Features and Benefits' (as opposed to '...Services') were all shown by research to offer appropriate levels of clarity.Transparency
124.1.1Research amongst consumers has shown that 64% of participants prefer to be shown confirmation that payment has been received at the TPP. This would provide reassurance that the process has worked.Transparency
134.1.1Research amongst consumers has shown that 26% of participants would prefer a payment process with a single summary step in one domain. They felt that it was the easiest method.Speed
144.1.1Research amongst consumers has shown that 37% of participants wish to select the account from which to make a payment within the TPP's domain. The reasons for this relate to the following conventions they are both used to and comfortable with. However, 32% of participants had no preference of how/where to select an account.SecuritySpeed
154.1.3When account selection is done at the ASPSP, research amongst consumers has shown that 58% of participants prefer to be shown the balance for their selected payment account, before reviewing a payment. This was felt to assist in good personal financial management. Control
164.1.4Consumer research has shown that 82% of consumers would like to see the payment schedule at least once in the journey.Trust
174.1.4The term 'Pending', when employed in this context, is clear and understood by consumers.Trust
184.1.4Consumer research has shown that 73% of consumers prefer to see exactly when a payment will be taken.Trust
194.1.4Consumer research has shown that 64% of people would prefer to see a message at the top of the ASPSP page which states that the TPP cannot see the information here.Security
204.1.5Research amongst consumers has shown that they are not always able to differentiate between Standing Orders and Direct Debits. This means it is important to be clear about the details of a new payment arrangement when it is being set up.Transparency
Control
214.1.5Consumer research has shown that 73% of consumers prefer to see exactly when a payment will be taken.Trust
224.1.5Research has shown that 63% of consumers and 75% of SMEs, feel 'ok' about having to go direct to their bank's website to amend a Standing Order.Security
234.1.5Research amongst consumers has shown that a 3 step process of Consent - Authentication - Summary Information step gives the customer an assurance they are engaging with their bank, creating confidence. This feeling comes from an impression that they have 'overseen' the entire set-up process. Trust
Security
244.1.5Research amongst consumers has shown that they consider it important to be able to schedule a recurring payment to be paid on the same date every month. There is currently some frustration with providers who do not take payments on set dates but rather indicate a window when payment will be taken.Control
254.1.5Research amongst consumers has shown that the summary information step acts as a confirmation of exactly what they have consented to. This also creates a 'safety net' preventing inadvertent/unauthorised permissions and offers the opportunity for greater financial discipline due to the time afforded to review a standing order commitment. Trust
Security
Control
264.1.6Consumer research has shown that people find a recognisable ASPSP login page and process reassuring and increases their confidence in the journey. Trust
Security
274.1.6Research has shown that consumers find it reassuring to receive confirmation of precisely what has been paid when they are returned to the PISP's page.Trust
284.1.6For international payments, consumer research indicates that people find it both appropriate and time saving to be able to choose which account to pay with and review the account balance once logged onto the ASPSP's domain.Speed
294.1.6Research indicates that consumers would like to see the final cost breakdown for an international payment at the TPP after payment has been authorised. This would provide transparency and reassurance.
Transparency
304.1.6Both consumer and SME PSUs show a strong preference for the TPP/Merchant to prepopulate their details, as is 'less hassle' for them and reduces the risk of PSU error.Speed
Control
314.1.6Consumer research shows that, while PSUs would prefer to see an actual FX rate, they generally accept an indicative rate. Transparency
Control
324.1.6Research shows that SMEs want to know when the payee will receive a payment. They want to be able to select the execution date for the payment in the ASPSP's domain.Speed
334.1.6Consumer research shows that PSUs want to see the FX currency conversion rate and, ideally, the amount of the payment in £.Transparency
344.1.6Consumers wish to see the details of urgency (timings and/or method), charges and FX rates before consenting to international payments. Research shows they appreciate extra levels of detail, such as the expected date of the payment reaching its destination. Any additional information should be clearly explained.Transparency
354.1.7Research amongst SMEs has shown that those with experience of bulk/batch transfers have a clear understanding of issues such as cut-off times and the importance of accuracy in preparing batches of payments. There is a clear expectation that new processes (both at PISP and ASPSP) will be as closely analogous to existing methods as possible.Transparency
Control
364.1.7Research amongst SMEs has shown that those with experience of bulk/batch transfers would value the facility to view the details of payments included in a bulk/batch file once it has been uploaded to their ASPSP.Control
374.1.7Research amongst SME PSUs indicates they would like to be able to select multiple payment accounts when setting up bulk/batch payments.Control
384.1.7Research indicates that SME PSUs value having a summary information step page as part of the bulk/batch payment process to act as a check, including a 'cancel' option to minimise the chance of errors.Control
394.1.7Research indicates that most SMEs would like the opportunity to check details at each stage of the bulk/batch payments journey, to minimise the risk of mistakes.Control
404.2Consumer research has shown that 80% of people would prefer a warning about breach of contract at the point before they confirm the consent revocation.Transparency
415.1.1Research has shown that consumers have no initial understanding of CBPIIs, or a Confirmation of Funds process, indicating that the process needs to be clearly explained during any journeys.Trust
Transparency
425.1.2Research indicates that PSUs want to be able to review 'Confirmation of Funds‘(CoF) consents via a dashboard at their ASPSP.Transparency
Control
435.1.3Research indicates that PSUs do not wish to receive notifications of all requests, but would like to be informed of declined or failed requests with the reasons why these occurred.Transparency
Control
445.1.4PSUs would like to be able to view the expiration date of their CoF consents through both the ASPSP dashboard and through the CBPII website or app. PSUs want to be able to revoke their consent from their ASPSP as this is the instinctive place to revoke such consents. They would also like the option to be able to revoke consent from their CBPII.Trust
Security