Briefing Note 108: Incentives for E/M-Banking Customers to Drive Usage

This Note looks at various ways of incentivising customers to increase the uptake and use of m-banking services. Since mobile banking services are new to most of the target clientele, it is important to devise incentive schemes which will encourage clients to try out these services and start using them regularly.

This Note also presents some popular incentive schemes offered to drive customer usage by mobile banking deployments across the world. Operators should measure the effectiveness of the incentive scheme periodically. The effectiveness can be measured on three dimensions:

1. The overall success of the scheme in terms of additional business volume and revenue generated;
2. Satisfaction of customers; and
3. Channel feedback and satisfaction

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