IBF/IPSO Online Personal Banking Report
Quarterly Report

Some 2.1 million customers were active users of online banking during Q1 2013, up 19.5% on
Q1 2012.

Customers accessed their accounts 48.6 million times during the quarter, up 6.8% year-onyear.

Customers made 10.5 million payments (including mobile phone top-ups and international
payments) through online banking services during Q1 2013. Online banking payment volumes
fell by 8% compared with Q1 2012.
Active Users
(m)
Account
Access (m)
Payments (m)
Q1 2013
2.1
48.6
10.5
Q4 2012
2.0
45.9
11.3
Q1 2012
1.8
45.5
11.4
% change, Q1 2013 vs.Q4 2012
+8.7%
+6.0%
-7.6%
% change, Q1 2013 vs.Q1 2012
+19.5%
+6.8%
-8.0%
The full data series for the IBF/IPSO online personal banking research is available on the IBF website at
www.ibf.ie and the IPSO website at www.ipso.ie.
Data
This data has been compiled from data submitted by the following institutions:
AIB
permanent tsb
Bank of Ireland
Rabodirect
EBS Limited
Ulster Bank
Danske Bank
Note: Data was provided by First Active, Halifax and Postbank up to December 2009, and by Anglo Irish Bank up to June
2011.
© IBF/IPSO 2013
August 2013
Customers

There were on average 2.1 million active users of online banking services during Q1 2013,
up 19.5% on Q1 2012. This partially reflects enhanced reporting by one member that had
previously under-reported active users.
Active
Users (m)
Change,
year-on-year
(%)
New registrations
(‘000s)
Q1
2.1
+19.5%
201
Q4
2.0
+17.1%
130
Q3
1.9
+17.6%
128
Q2
1.9
+17.0%
139
Q1
1.8
+14.7%
143
Q4
1.7
+10.2%
110
Q3
1.6
+5.3%
126
Q2
1.6
+6.2%
108
Q1
1.6
+5.9%
114
Accounts &
Activity
2013
2012
2011
Customers
New registrations ('000s)
Active users (m)
'000s
m
2.5
250
2.0
200
1.5
150
1.0
100
0.5
50
‐
0.0
Q1 2011
Q2 2011
Q3 2011
Q4 2011
Q1 2012
Q2 2012
Q3 2012
Q4 2012
Q1 2013
Definitions
Registered Customer/Active User
A Registered Customer is a personal online banking customer, linked with a unique and valid identifier. This may be the
customer or registration number used by the customer to log into the secure online banking service. Customers whose
accounts have been closed are excluded. This includes all customer types (current, deposit/savings, mortgage, credit card,
etc.). An active user is a customer that has logged into the online banking account in the past three months.
New Registration
The number of new Registered Customers joining during the reporting month.
© IBF/IPSO 2013
August 2013
Account Access

Online banking customers accessed their accounts 48.6 million times during Q1 2013, up
6.8% on the same period of 2012 and up 6% on the previous quarter.
Accounts accessed (m)
Change, year-onyear (%)
Q1
48.6
+6.8%
Q4
45.9
+4.8%
Q3
45.5
+4.4%
Q2
45.3
+6.9%
Q1
45.5
+9.1%
Q4
43.8
+11.0%
Q3
43.6
+16.3%
Q2
42.4
+14.5%
Q1
41.7
+15.1%
Accounts &
Activity
2013
2012
2011
Account Access (m)
m
60
50
40
30
20
10
‐
Q1 2011
Q2 2011
Q3 2011
Q4 2011
Q1 2012
Q2 2012
Q3 2012
Q4 2012
Q1 2013
Definitions
Account Access
The number of times during the month that Registered Customers accessed their accounts and were presented with their account
balances, having successfully logged into the website.
© IBF/IPSO 2013
August 2013
Payments

Customers made 10.5 million payments through online banking services during the quarter
down by 8% on the same period of 2012. Domestic payments/money transfer volumes
dropped by 6.7% year-on-year with 9.0 million payments taking place in Q1 2013.
Domestic
Payments,
excl. Mobile
Top-ups (m)
Mobile
Top-ups
(m)
International
Payments
(m)
-8.0%
9.0
1.1
0.4
11.3
-0.6%
9.7
1.2
0.4
Q3
11.0
-2.4%
9.4
1.3
0.4
Q2
11.2
-2.2%
9.5
1.3
0.4
Q1
11.4
+6.2%
9.7
1.3
0.4
Q4
11.4
+9.1%
9.5
1.6
0.4
Q3
11.2
+16.8%
9.5
1.4
0.4
Q2
11.5
+19.6%
9.8
1.3
0.4
Q1
10.7
+17.3%
9.1
1.3
0.3
Payments/
Money
Transfers
2013
Payments
- total (m)
Change,
year-onyear (%)
Q1
10.5
Q4
2012
2011
Note: Figures may not sum due to rounding.
Payments
millions
Mobile phone top‐up requests (m)
14
International payments/money transfers (m)
Domestic payments/money transfers ‐ excl. mobile top ups (m)
12
10
8
6
4
2
0
Q1 2011
Q2 2011
Q3 2011
Q4 2011
Q1 2012
Q2 2012
Q3 2012
Q4 2012
Q1 2013
Definitions
Payments/Money Transfers
An online account transfer includes all transfers of funds between accounts that are initiated through the institution's online
banking service. Payments/money transfers include bill payments, mobile phone top-ups and international payments, as well
as account transfers to the customer’s own accounts. It does not include changes to recurring payments (standing orders and
direct debits).
© IBF/IPSO 2013
August 2013