Key Findings from Focus Group Discussions with Users and Non-Users of Mobile Money – Dec 2015

The EFInA Access to Financial Services in Nigeria 2014 survey found that, although 11.9 million adults (12.7% of the adult population) were aware of mobile money, only 0.8 million adults (0.8% of the adult population) said that they were currently using mobile money services. As a precursor to the EFInA Access to Financial Services in Nigeria 2016 survey, and to gain further customer insights on usage/non-usage of mobile money, EFInA commissioned Focus Group Discussions (FGDs) with mobile money users as well as with non-users.

The FGDs were designed to assess: (1) usage and perceptions of mobile money by users; (2) opportunities for increasing the uptake and usage of mobile money in Nigeria; and (3) incentives that could drive the sustained usage of mobile money in Nigeria.

Findings from the FGDs indicate that mobile money operators can increase usage of mobile money by providing services that customers find useful, such as being able to pay for transportation using mobile money; improving quality of service; providing competitive pricing; and providing incentives for customers to use mobile money. Government/policy makers can promote mobile money by paying conditional cash transfers via mobile money and requiring that certain government payments be made via mobile money.

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