Payments Pulse Survey: Consumer Edition (May 2019)

DATE
Report
PROJECT NUMBER
May 2019
PAYMENTS PULSE SURVEY:
CONSUMER EDITION

2
The third annual Payments Pulse Survey: Consumer Edition explores the payment preferences of Canadians and the forces driving the movement
for innovative payment methods.
The study revealed significant generational insights into Millennials and Generation Z when it comes to the way they pay and what they are
yearning for. Research showed that when it comes to cash younger Canadians are moving away from the tangible currency. Seventy per cent of
Canadians aged 18-34 say they are willing to move away from cash for other forms of payment. This group is looking for payment methods and
tools that fit their evolving lifestyle patterns.
For younger Canadians, the easier the payment process, the better. When online shoppers click on the shopping cart, the study found those
aged 18-34 are more likely to choose a retailer that offers a fast and efficient check-out versus those with a longer purchase process. This
number increases when their payment information is stored within an app or online – readily accessible – with nearly half stating an increased
likelihood to make a spontaneous purchase if this was the case.
On the other side of the coin, Canadians still want options when it comes time to check-out. The findings show that the younger generation is
driving the movement for innovative payment technologies and a modern payments system. This cohort is more in favour of open banking,
mobile financial services, pay tracking applications, streamlined invisible payment methods and being paid daily. It comes down to quick and
convenient options that reflect their fast-paced lifestyle and purchase preferences.
With ever-evolving technologies and consumer attitudes, the need for a modern payment system is great. Payments Canada’s Modernization
initiative aims to enhance the consumer experience by providing more choice to Canadians at the register through a faster, more efficient and
innovative payments system. From the implementation of a Real-Time Rail that will facilitate the delivery of low-value payments instantaneously,
to more data travelling with the payment to provide clarity on the transaction, the future of payments is bright and within reach.
FOREWORD

3
QUANTITATIVE RESEARCH INSTRUMENT
An online survey of 1564 Canadians was completed between April 19-22, 2019, using Leger’s online panel. The margin of error
for this study was +/-2.8%, 19 times out of 20.
ABOUT LEGER’S ONLINE PANEL
Leger’s online panel has approximately 400,000 members nationally and has a retention rate of 90%.
QUALITY CONTROL
Stringent quality assurance measures allow Leger to achieve the high-quality standards set by the company. As a result, its
methods of data collection and storage outperform the norms set by WAPOR (The World Association for Public Opinion
Research). These measures are applied at every stage of the project: from data collection to processing, through to analysis.
We aim to answer our clients’ needs with honesty, total confidentiality, and integrity.
METHODOLOGY

HALF OF CANADIANS SPEND AT LEAST $100 IN CASH PER MONTH ON
AVERAGE
5
0001 Approximately how much cash do you use in a typical month? Base: All (n=1564).
More than half of Canadians (54%) spend $100 or more in cash each month. Those likely to say they spend more then $100 are older Canadians (60% of
those over 55 vs. 50% those under 55). Millennials (age 18-34) are significantly more likely than any other age group to say they spend less than $100 cash
monthly (47% vs. 32% those 35 and older).
36%
2%
13%
21%
54%
20%
20%
14%
10%
AMOUNT OF CASH USED PER MONTH:
<$100 (NET)
None
<$30
$30-$99
$100+ (NET)
$100-$199
$200-$499
$500+
I don’t know/Prefer not to answer
AGE
<55 55+
40% 30%
2% 2%
15% 10%
23% 18%
50% 60%
19% 21%
17% 24%
13% 15%
10% 10%

MOST USE CASH FEWER THAN TWENTY TIMES PER MONTH 6
0002 Approximately how many times do you use cash in a typical month? Base: All (n=1564).
Four-in-ten (42%) say they use cash 4 or fewer times per month, with few (3%) saying the use no cash. A similar number (43%) say they use cash 5-19 time
monthly. Less than one-in-ten (9%) use cash more than 20 times per month. Those under age 55 are significantly more likely to say they use cash 4 or fewer
times (45% vs. 37% those 55+). Millennials (age 18-34) are even less likely to use cash with more than half (53%) using cash 4 or less times per month
(compared to those 35 and older.
42%
3%
39%
43%
25%
18%
9%
7%
2%
6%
NUMBER OF TIMES CASH USED PER MONTH:
4 or less (NET)
0
1-4
5-19 (NET)
5-9
10-19
20+ (NET)
20-49
50+
DK / Prefer not to answer
AGE
<55 55+
45% 37%
3% 3%
42% 34%
41% 46%
24% 27%
17% 19%
7% 11%
6% 9%
2% 2%
6% 6%

CANADIANS ARE STILL SOMEWHAT FRUSTRATED IF CASH ISN’T AN
OPTION WHEN IT COMES TO PAYING
7
0003 How would you feel if cash weren’t an option to pay at checkout? Base: All (n=1564).
Half (51%) would be at ease if cash were not an option to pay at checkout, with 26% saying they’d be very at ease. Slightly fewer (45%) still say they are
frustrated when cash isn’t available at checkout. Age plays only a role when it comes to those who say they’d be very frustrated, with 24% of those over 55
saying that’s how they’d feel, compared to 17% of those under age 55. Those who spend more cash each month ($100 or more) are significantly more likely to
say they’d be frustrated (54% vs. 30% those who spend less), while those who spend less cash (under $100) are significantly more likely to say they’d feel at ease
(66% vs. 44% those spending $100 or more).
LEVEL OF FRUSTRATION/EASE IF CASH IS
NOT AN OPTION AT CHECKOUT:
51%
26%
25%
45%
25%
20%
4%
AT EASE
Very at ease
Somewhat at ease
FRUSTRATED
Somewhat frustrated
Very frustrated
DK / I prefer not to answer

HALF HAVE MOVED AWAY FROM USING CASH FOR LOW PRICE
PURCHASES
8
0004 In the last year, have you moved away from cash and coins to using other forms of payments for low price purchases? Base: All (n=1564).
Half of Canadians (52%) say they have completely or mostly moved away from using cash, with 16% saying they’ve completely stopped using cash. Millennials
(age 18-34) are significantly more likely to have completely moved away from cash (25% vs. 13% those 35 and older). University-educated Canadians are also
significantly more likely to have moved completely away from cash (22% vs. 14% less educated).
Those who say they are ‘at ease’ if faced with cash not being an option at checkout, and those who spend less than $100 cash monthly are more likely to say
they have completely or mostly moved away from using cash.
MOVED AWAY FROM USING CASH:
52%
16%
36%
45%
21%
24%
3%
COMPLETELY / MOSTLY (NET)
Completely
Mostly
SOMEWHAT / NO (NET)
Somewhat
No, still use cash
73%
Somewhat / mostly
/ completely
moving away from
cash

SIX-IN-TEN ARE WILLING TO MOVE AWAY FROM USING CASH TO OTHER
FORMS OF PAYMENTS
9
0005 How willing are you to move away from using cash and coins to other forms of payments? Base: All (n=1564).
WILLINGNESS TO MOVE AWAY FROM
USING CASH:
62%
28%
34%
35%
22%
13%
3%
WILLING (NET)
Very willing
Somewhat willing
NOT WILLING (NET)
Not very willing
Not at all willing
AGE
<55 55+
66% 56%
32% 23%
34% 34%
31% 42%
20% 25%
10% 16%
3% 2%
Despite 45% of Canadians saying
they would feel frustrated if cash
were not a payment option and
that they are less likely to have
been already moving away from
using cash, only 35% say they are
unwilling to move away from using
cash and coins to other forms of
payments. Six-in-ten (62%) say they
would be willing to move away
from using cash, with 28% saying
they’d be very willing. Canadians
under 55 are significantly more
likely to say they’d be open to
moving away from the use of cash
(66% vs. 56% those over 55) as well
as those with a higher education
(71% university and 63% college
graduates vs. 53% high school
educated).

FOUR-IN-TEN HAVE USED THEIR SMARTPHONE CAMERA/MOBILE APP TO
DEPOSIT A CHEQUE, AND VIRTUALLY ALL FIND IT CONVENIENT
10
0006 Have you deposited a cheque using your smartphone camera and mobile banking app? Base: All (n=1564).
0007 Based on your experience of depositing a cheque using your smartphone camera and mobile banking app, how convenient do you find the process? Base: Those saying Yes at Q6 (n=552).
80%
18%
2%
<1%
1%
Very convenient
Somewhat convenient
Not very convenient
Not at all convenient
DK/Prefer not to answer
CONVENIENCE OF USING SMARTPHONE CAMERA/MOBILE
BANKING APP TO DEPOSIT CHEQUES:
YES,
38%NO,
61%
Four-in-ten (38%) Canadians have deposited a cheque using their smartphone and a banking app, and nearly all (97%) found it convenient, with 80% saying
very convenient. Millennials (61%) are significantly more likely to have deposited a cheque via their smartphone camera/ mobile app, those 65+ are least
likely to have done so (13%).
Again, those who are at ease when faced with cash as no option, are moving away or willing to move away from using cash, and spend less than $100 cash
monthly are more likely to have deposited a cheque using their phone.
EVER DEPOSITED A CHEQUE USING SMARTPHONE
CAMERA/MOBILE BANKING APP?
97%
CONVENIENT
2%
NOT CONVENIENT

HALF FIND AT LEAST ONE BENEFIT TO USING CREDIT CARDS TO PAY FOR
THINGS
11
0008 To what degree do you agree/disagree with the following statements: Base: All (n=1564).
4%
5%
11%
6%
8%
13%
16%
28%
11%
11%
20%
27%
32%
29%
30%
31%
45%
42%
23%
10%
DK/Prefer not to answer Strongly disagree Somewhat disagree Somewhat agree Strongly agree
I use my credit card because it’s
convenient.
I use my credit card because of the
rewards program.
I use my credit card because there
are no better options for in-app or
online purchases.
I like to use/receive cheques for
personal payments.
Three-quarters (77%) say they use their credit card for the convenience, followed by 71% who use it for the rewards program. Slightly more than half (53%)
say there are no better options for in-app or online purchases. Four-in-ten (38%) like to use/receive cheques for personal payments. Canadians 65 or older
say they use their credit card because it’s convenient and use a credit card because of the rewards program, while those under 44 say it’s the best way to pay
for in-app or online purchases. Those outside of Quebec are more likely to say they use their credit card for the loyalty rewards (73% vs. 64% QC), while
Quebecers are more likely to say their credit card is the best option for in-app or online payments (68% vs. 48% in the rest of Canada).
AGREEMENT WITH THE FOLLOWING:
AGREE
(NET)
AGE
18-34 35-44 45-54 55-64 65+
77% 77% 76% 76% 73% 85%
71% 69% 74% 70% 65% 79%
53% 64% 59% 52% 45% 43%
38% 42% 37% 33% 36% 42%

DEBIT CARDS, CASH, AND CREDIT CARDS ARE SEEN AS THE MOST
TRUSTED PAYMENT METHODS
12
0009 Which method of payment do you most trust? Please select all that apply. Base: All (n=1564).
64%
63%
61%
38%
28%
24%
21%
16%
6%
3%
2%
1%
0%
1%
More than six-in-ten feel that the tried
and true forms of payment are the
most trusted, saying that debit (64%),
cash (63%), and credit cards (61%) are
almost equally credible. More recent
methods of payments such as e-
transfers, PayPal, or automated funds
transfers are thought to be trusted by
at least one-quarter of Canadians.
Canadians 65 and older (compared to
those under 65) are significantly more
likely to believe that Cheques and
credit cards are a trustworthy payment
method. Quebecers on the other hand,
are significantly more likely to believe
that debit is a trustworthy payment
method (71% vs 62% compared to the
rest of Canadians)
MOST TRUSTED PAYMENT METHODS:
Debit
Cash
Credit Card
E-Transfers
PayPal
Automated funds transfer/ direct deposit
Cheque
Contactless/Tap
E-Wallet
Retail Apps
Check-out free transactions
Digital currency
QR Code

FOUR-IN-TEN TRACK THEIR SPENDING VIA THEIR BANK STATEMENTS –
ONE-IN-TEN DON’T TRACK THEIR SPENDING AT ALL!
13
0010 How do you track your spending? Base: All (n=1564).
Four-in-ten (44%) say they track their spending though their bank statements, while fewer use an app or website (26%) or track manually (12%). One-in-ten
(11%) say they don’t track their spending at all. Younger (18-34) and older (65+) Canadians are more likely to say they track their spending (91% and 92%
respectively). Those 18-44 are more likely to use an app/website while those 65 or older more likely to track it manually. Quebecers are also more likely to
say they keep track of their spending (92% vs. 86% RoC).
87%
44%
26%
12%
5%
11%
1%
Track Spending (NET)
Via my bank statements
An app / website
Manually (spreadsheet)
Other
I don’t track my spending
TRACKING SPENDING:
AGE
18-34 35-44 45-54 55-64 65+
91% 85% 82% 83% 92%
39% 37% 44% 48% 51%
39% 32% 22% 21% 14%
11% 10% 13% 9% 19%
3% 6% 3% 5% 8%
8% 13% 15% 16% 8%
1% 2% 2% 1% 1%

NEARLY TWO-THIRDS ARE IN FAVOUR OF COMBINING ALL THEIR
FINANCIAL DATA INTO ONE WEB DASHBOARD
14
0011 If you could combine all of your financial data into one web dashboard to better track your spending, how likely would you be to do this? Base: All (n=1564).
Nearly two-thirds (63%) would be likely to consider combining all their financial data into one web dashboard to better track their spending. Canadians 18-34
and Quebecers (69% vs. 61% rest of Canada) are significantly more likely to say they’d do this. Those with a college or university education, and those
earning $80K or higher are also more likely to say they’d combine their data into one web dashboard.
LIKELIHOOD OF COMBINING
FINANCIAL DATA:
63%
25%
38%
29%
16%
13%
7%
LIKELY (NET)
Very likely
Somewhat likely
UNLIKELY (NET)
Somewhat unlikely
Very unlikely
AGE
18-34 35-44 45-54 55-64 65+
77% 66% 63% 56% 49%
37% 25% 21% 19% 16%
40% 41% 42% 36% 34%
18% 25% 30% 36% 42%
14% 15% 14% 16% 20%
4% 9% 16% 19% 22%
5% 9% 7% 8% 8%

MOST SAY THEY INFREQUENTLY NOTE A BANK/CREDIT CARD
TRANSACTION THEY DON’T RECOGNIZE
15
0012 How often do you see a transaction on your bank/credit card statement that you don't recognize? Base: All (n=1564).
One-in-ten (12%) say they often see a transaction on their bank/credit card statement that they don’t recognize, while 85% it is an infrequent occurrence.
Younger Canadians are significantly more likely to say they often notice an unrecognizable transaction, as well as men (14% vs. 9% of women).
FREQUENCY OF UNRECOGNIZABLE
TRANSACTIONS:
12%
4%
8%
85%
17%
68%
3%
OFTEN
Very often
Somewhat often
INFREQUENTLY
Somewhat infrequently
Very infrequently
AGE
18-34 35-44 45-54 55-64 65+ MEN WOMEN
21% 15% 10% 6% 4% 14% 9%
7% 4% 3% 1% 1% 5% 2%
13% 11% 7% 5% 3% 10% 7%
77% 80% 87% 90% 94% 81% 89%
19% 21% 17% 15% 12% 16% 18%
59% 59% 70% 74% 83% 65% 71%
2% 5% 3% 4% 2% 4% 2%

EIGHT-IN-TEN CANADIANS WOULD BE ANXIOUS IF THEY SAW AN
UNRECOGNIZABLE BANK/CREDIT CARD TRANSACTION
16
The majority (81%) of Canadians become anxious when they see a transaction on their bank and/or credit card statement that they do not recognize, with
more than one-third (35%) saying they’d be very anxious. Those 18-34 (vs 35 and older) and women (vs men) are significantly ore likely to be anxious when
they see a transaction on their bank / credit card statement that they don’t recognize.
ANXIETY OVER UNRECOGNIZED
TRANSACTIONS:
0013 If you see a transaction on your bank and/or credit card statement that you do not recognize, how does it make you feel? Base: All (n=1564).
81%
35%
46%
16%
13%
3%
3%
ANXIOUS (NET)
Very anxious
Somewhat anxious
NOT ANXIOUS (NET)
Not very anxious
Not at all anxious
AGE
18-34 35-44 45-54 55-64 65+ MEN WOMEN
84% 79% 86% 76% 80% 77% 85%
44% 29% 32% 34% 31% 31% 39%
39% 50% 54% 42% 49% 46% 46%
13% 16% 12% 20% 17% 20% 12%
11% 15% 9% 15% 15% 16% 10%
2% 1% 3% 5% 2% 4% 1%
3% 5% 2% 4% 3% 3% 3%

EASE OF CHECK OUT IS SEEN AS A POSITIVE – ALMOST TOO EASY
SOMETIMES
17
8%
5%
23%
8%
15%
35%
33%
37%
20%
25%
15%
27%
43%
26%
16%
22%
14%
9%
13%
6%
About six-in-ten say that an easy payment / check out experience motivates them to choose one online retailer over another (58%). However, the downside
to this convenience is that the ease of payment makes it more likely to make a regrettable, spontaneous online purchase (35%). Ease of payment is the
reason three-in-ten (29%) say they prefer to use a ride hailing services like Uber, rather than a taxi. Younger Canadians are more likely to agree with all these
statements.
58%
35%
29%
28%
% AGREE
AGREEMENT WITH THE FOLLOWING:
An easy payment / check out
experience motivates me to choose
one online retailer over another.
Because it was so easy to pay, I have
made a spontaneous purchase online
that I have later regretted.
I prefer to use ride hailing services (e.g.
Uber) rather than a taxi because the
payment process is simpler.
I am more likely to make a spontaneous
purchase because my payment data is
stored in app or online.
AGE
<55 55+ MEN WOMEN
66% 45% 58% 57%
44% 20% 36% 34%
39% 13% 35% 24%
38% 14% 30% 27%

IT’S CONVENIENT TO HAVE SUBSCRIPTIONS FOR PRODUCTS OR SERVICES
PAID AUTOMATICALLY, ALTHOUGH THAT IS OFTEN FORGOTTEN ABOUT
18
6%
5%
12%
37%
17%
22%
48%
28%
16%
8%
Two-thirds (64%) feel that it’s convenient to have subscriptions for products or services that are paid for automatically, but almost half that (36%) say they
sometimes forget about subscriptions they’ve signed up for when the payment is automatically deducted. Those outside Quebec are more likely to say they
forget that they’ve signed up for automatic payments (38% vs. 30% Quebecers).
64%
36%
% AGREEAGREEMENT WITH THE FOLLOWING:
It’s convenient to have subscriptions
for products or services that are paid
for automatically.
I sometimes forget about subscriptions
for products or services I’ve signed up
for when the payment is deducted
automatically.
AGE
<55 55+ MEN WOMEN
67% 61% 66% 63%
44% 25% 39% 34%

MEN AND YOUNGER CANADIANS LIKE THE IDEA OF GETTING A DAILY
PAYCHEQUE, AND FEEL IT WOULD HELP THEM MANAGE THEIR SPENDING
19
6%
5%
12%
37%
17%
22%
48%
28%
16%
8%
Younger Canadians (under age 55) are nearly three times as likely as those older to say they’d like to receive a daily paycheque from their employer, and that
it would help them manage or track their spending habits. Men (vs. women) are also more likely to agree with both statements. Those who earn less than
$40K also agree they’d like to receive a daily paycheque (29% vs. 19% those earning more), and that a daily paycheque would help them manage spending
(31% vs. 23% those earning $40K or more).
64%
36%
% AGREEAGREEMENT WITH THE FOLLOWING:
Getting a daily paycheque would help
me manage or track my spending
habits.
I would like to receive a daily
paycheque from my employer.
AGE
<55 55+ MEN WOMEN
32% 12% 28% 20%
29% 10% 25% 18%

ONE-IN-FIVE ARE IN FAVOUR OF OPEN BANKING 20
0015 Have you heard of open banking? Base: All (n=1564).
0016 [after explanation] Are you in favour of open banking? Base: All (n=1564).
Few (7%) have heard
of open banking.
After learning about
open banking, one-in-
five are in favour,
while 73% are not in
favour. Canadians age
18-34 (29% vs. 13%
those 35 and older),
and men (vs women)
are significantly more
likely to say they are
in favour. Four times
as many who have
already heard of open
banking are likely to
say they favour it
(55% vs. 14% those
who have not heard
of open banking).
IN FAVOUR OF OPEN BANKING:
17%
2%
15%
73%
27%
46%
10%
IN FAVOUR (NET)
Very in favour
Somewhat in favour
NOT IN FAVOUR (NET)
Not very in favour
Not at all in favour
DK/ I prefer not to answer
AGE
18-34 35-44 45-54 55-64 65+ MEN WOMEN
29% 17% 13% 13% 9% 20% 14%
5% 3% 1% 1% 1% 3% 2%
24% 14% 11% 12% 8% 17% 12%
62% 69% 77% 78% 84% 71% 76%
29% 28% 29% 25% 23% 27% 27%
33% 41% 48% 53% 61% 45% 48%
9% 14% 10% 8% 7% 8% 11%
7%
HAVE HEARD OF
OPEN BANKING
“Open banking allows you to give permission to third-party programs to access your banking
information. This same access may also be used to make payments, with your permission.”

SECURITY IS THE MAIN CONCERN FOR HALF WHEN IT COMES TO OPEN
BANKING
21
0017 Which of the following reasons best describes any concerns that you have about open banking? Base: All (n=1564).
56%
21%
1%
<1%
19%
2%
Security
Privacy
Security and privacy
Other
I don't know enough
DK / Prefer not to answer
CONCERNS ABOUT OPEN BANKING:
AGE
<55 55+
55% 58%
24% 16%
1% 1%
<1% 1%
17% 23%
2% 1%
More than half (56%) OF
Canadians are most concerned
with the security of open
banking, while one-quarter
(24%) are most concerned with
privacy. Those living outside of
Quebec are significantly more
likely to be concerned with
security (59% vs. 48%
Quebecers). Canadians under
55 years are significantly more
likely to be concerned with the
privacy of open banking, while
those 55 and older, say they just
don’t know enough to know of
any concerns.

HALF SEE AT LEAST ONE BENEFIT TO OPEN BANKING 22
0018 Based on your current knowledge of open banking, which of the following interests you when it comes to open banking? Base: All (n=1564).
48%
27%
18%
15%
9%
<1%
6%
46%
BENEFITS OF OPEN BANKING:
ANY (NET)
The ability to control my data
The ability to better use new
personal finance tools
The ability to access new
products/services tailored to me
The ability to allow a third party
to initiate a payment
Other
None of the above / it doesn't
interest me / I am opposed to it
DK / prefer not to answer
Half (48%) of Canadians are
interested in at least one benefit
of open banking, with the ability
to control their data coming out
as the main benefit (27%).
Canadians under the age of 55
(vs those 55 and older) are
significantly more likely to
believe each of the benefits are
important.
Among those who have heard of
open banking, they are
significantly more likely to be
interested in at least one of the
benefits of open banking (77% vs.
46% who have not heard of open
banking).
AGE
<55 55+
56% 34%
30% 22%
23% 9%
21% 7%
12% 5%
<1% <1%
4% 10%
40% 56%

24
RESPONDENT PROFILE
27%
16%
18%
17%
21%
18-34
35-44
45-54
55-64
65+
AGEGENDER
WOMEN
51%
MEN
49%
REGION
QC 23%
ON 38%
AB 11%
BC 14%
SK / MB 7%
ATL 7%
Base: All (n=1564).
URBAN 43%
SUBURBAN 34%
RURAL 20%
REFUSAL 2%

25%
30%
35%
10%
< $40K
$40K - < $80K
$80K+
REFUSAL
25
RESPONDENT PROFILE
MARITAL STATUSHH INCOME EDUCATION
28%
58%
13%
1%
SINGLE
MARRIED / CL
WIDOWED /
DIVORCED /
SEPARATED
REFUSAL
YES
28%
NO
71%
CHILDREN < 18
Base: All (n=1564).
33%
29%
37%
UNIVERSITY
SOME COLLEGE / COLLEGE
HIGH SCHOOL OR LESS
REFUSAL

26
Payments Canada ensures that financial transactions in Canada are carried out
safely and securely each day. The organization underpins the Canadian financial
system and economy by owning and operating Canada’s payment clearing and
settlement infrastructure, including associated systems, bylaws, rules and
standards. The value of payments cleared by Payments Canada’s systems in 2018
was approximately $53 trillion or $209 billion every business day. These
encompass a wide range of payments made by Canadians and businesses
involving inter-bank transactions, including those made with debit cards,
preauthorized debits, direct deposits, bill payments, wire payments and cheques.
Payments Canada is a proud supporter of the Catalyst Accord and The 30% Club.
ABOUT PAYMENTS CANADA

Payments Pulse Survey: Consumer Edition (May 2019)

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