Homme consulte son mobile sur la plage devant sa voiture

Published on 26 June 2020

Has the crisis accelerated new payment practices?

How did the Covid-19 health crisis in France impact payment methods and relationships with banks? How did consumer behaviour change before, during and after the lockdown? Here are the main takeaways from the Observatory of Banking Uses, conducted in partnership with OpinionWay.


The new study was carried out during the end of the lockdown period in France, from 22 May to 1 June, alongside an analysis of how Orange Bank customers’ behaviour has changed over the past four months. It highlights two main takeaways in terms of new banking practices: that the digitisation of payment methods is accelerating fast and that consumer spending has returned in France.



The lockdown has resulted in a long-lasting change in payment methods, including mobile payments, which have increased considerably: up 6 points over 18 months. With 20% of French people now using this method, there’s no turning back. Orange Bank is spearheading this change as it is behind a sixth of these payments. As for the average transaction value by Orange Bank customers, this has grown by +64% since the start of 2020 (€18.80 vs €11.50).

Paul de Leusse, Chief Executive Officer of Orange Bank



Neobanks are offering a better customer experience

The AfterBanking study also shows that neobanks are now seen as a viable alternative to traditional banks. 65% of internet-only or mobile bank customers say they are ready to make it their main bank account. Customers have been waiting for a more digital and mobile bank.

“The proportion of respondents stating they are very satisfied with their traditional bank is only 22% compared to 33% for a mobile bank. We’ve successfully designed a higher-quality service than a traditional bank,” added Paul de Leusse.

Indeed, neobanks tend to design applications with the help of customer experience specialists - and not with bankers - which results in a better customer experience than that of a traditional bank.
“I think this is a global consumer trend that goes far beyond the world of banking. People are consuming less and focusing on services that are really useful to them,” said Paul de Leusse.

The digitisation of services is accelerating and payment methods are taking advantage of the trend. Lockdown has accelerated services such as online shopping, mobile payments and the use of neobanks over traditional banks… and these trends have not ended with the end of lockdown.