80% of banking transactions were via digital channels – 06/28/2023 – Market

Of the approximately 163.3 billion bank transactions carried out in 2022, 77% of them were carried out through digital channels, such as mobile banking, internet banking and WhatsApp, according to data from the “Pesquisa Febraban de Tecnologia Bancária”.

According to Febraban, the result stems from a significant increase in the use of mobile devices, both for carrying out financial transactions – transfers via Pix and paying bills – and for transactions without financial transactions – balance inquiries and account statements currents, cards and investments, and for requesting vouchers and scheduling payments or transfers.

The number of operations registered by banks in 2022 was a record and represented a 30% growth compared to the previous year.

The result was mainly influenced by the performance of mobile banking, which saw a 54% increase in the number of transactions carried out by customers on an annual basis, reaching 107.1 billion transactions.

“The results reinforce, once again, that every year we have more Brazilians joining us through digital channels, demonstrating the innovation, security, accessibility and reliability of these means in day-to-day banking transactions. Banks have made access to services more democratic financial institutions, are closer to their customers, as a result of a robust investment in technology made annually and which in 2023 should reach R$ 45 billion”, said Isaac Sidney, president of Febraban.

Released by the Central Bank as a means of payment in March 2021, WhatsApp recorded 56.2 million transactions last year, an increase of 531% compared to 8.9 million the previous year. Of the total operations via WhatsApp, 37% refer to operations via Pix and 29% to debt renegotiations.

“The numbers [de transações via WhatsApp]even if still not very expressive, demonstrate a trend towards greater adoption of the channel by users of banking services”, highlights Febraban in the report.

The survey was carried out by Deloitte between April and May 2023 and heard from 18 banks that represent 86% of the country’s banking industry assets.

Breaking down the breakdown of transactions by channel, the survey data show that 93% of credit transactions are carried out via the digital channel, 83% via mobile banking and 10% via internet banking.

Agencies lead when it comes to contracting insurance, with 75% of operations. According to Febraban, contracting insurance involves protecting valuable assets, such as cars, homes and health and, in this sense, customers may prefer a more personal service, in which they have the opportunity to clarify their doubts directly with a professional. skilled.

Withdrawals are mostly made through ATMs, also with 75% of the total.

Breaking down by type of user, individuals show greater preference for mobile banking, with 94.2 billion transactions through the channel in 2022, an increase of 55%. Among companies, mobile banking totaled 12.9 billion operations last year, an increase of 47%.

“The trend is that, as the experience of PJ users is improved within mobile devices, the number of movements through this channel will also grow”, highlights the federation.

In the case of internet banking, the picture is reversed. Individuals carried out 4.8 billion transactions through the channel in 2022, down 22%, while among legal entities 13 billion, up 43%.

According to the federation of banks, the preference for internet banking among corporate clients can be explained by the greater convenience of the platform, in addition to its functionalities, which are integrated into the administrative routines of companies.

Transaction volume and Pix users grow 105% and 24% in 2022

The report also shows that Pix has increased rapidly as a means used to carry out financial transactions. In 2022, the volume reached 11.7 billion operations, an increase of 105% compared to 2021.

In the same period, transfers via DOC and TED dropped by 29%, to 1.6 billion. In early May, Febraban announced that banks associated with the entity will no longer offer transfer operations via DOC until February 29, 2024.

“Pix is ​​already considered a mature and better consolidated payment solution in the market. Even so, it maintains growth momentum: from one year to the next, it reached 88.7 million users, an increase of 24% compared to 2021” , says Febraban.

Rodrigo Mulinari, director of Febraban’s innovation and technology committee, says that, since Pix started operating, the significant volumes of transactions and customer subscriptions to the instant payment tool prove the efficiency and acceptance of the means of payment.

“With the expansion of new modalities foreseen in the regulatory agenda, we assess that transactions tend to increase and make trades and services expand the use of the tool as a means of payment”, said Mulinari.

A new payment system linked to Pix will start operating in April 2024. Called “Automatic Pix”, the modality will allow customers to settle recurring expenses without having to authenticate each transaction.