Digital Banking Increasingly Used by Hungarians

Banking habits have changed significantly changed in Hungary since 2018. Two thirds of those who previously only used a bank branch to manage their account already use a digital channel, and the role of mobile banking has also increased, according to Deloitte Digital representative research.

Deloitte Digital has conducted a customer survey on a representative sample of 1,000 people in Hungary to assess the post-epidemic consumption preferences of the population. During the analysis, five industries were covered with questions and 25 topics researched, resulting in an analysis of 129 variables.

“If in a meeting, the word ‘client’ or ‘customer’ is not uttered within 15 minutes, that is, the client aspect is not considered, then, something is going in the very wrong direction. According to my philosophy, the opinion of customers cannot be researched enough, which is why we did this survey,” Dániel Drácz, Manager of Deloitte Digital Hungary said about the research ‘The New Normality – the Voice of Customers.’

In a 2018 regional survey of Deloitte Digital, 55% of those surveyed were only banking at a branch, 25% used multiple channels, and only 20% used primarily digital channels. However, in 2020, the proportion of bank branch clients in Hungary was only 19%, compared to 55% in 2018. The proportion of omni-channel clients increased to 46% and the proportion of digital customers increased to 36% from the previous 25%. Compared to pre-epidemic times, the proportion of domestic customers who buy a banking product exclusively online increased by 6% to a total of 20%. 12% use only net banking and 4% use mobile banking, the research shows.