Situation

This global multinational mobile wallet provider wanted to understand the value of their mobile wallet. Glenbrook was asked to help this client gauge the contribution of their wallet to overall sales, to determine key barriers/attrition in wallet usage, and to understand the importance of the wallet in driving loyalty to the brand.

Approach

Glenbrook constructed an internet-based survey reaching more than 3,000 consumers representative of the U.S. market’s demographic distribution. The survey focused on benchmarking consumer engagement between the lifecycle of phone purchase through to wallet enablement and usage. Glenbrook benchmarked data across competitive offerings and across key consumer segments. Additionally, Glenbrook provided an assessment of U.S. readiness for mobile payments at the POS and trend data from the UK and Canadian market experience to provide context for the survey findings. 

Impact

The client leveraged Glenbrook’s insights and final recommendations to refine its sales, product, and utilization goals as part of its annual strategic plan.