GITNUXREPORT 2025

Customer Experience In The Payment Card Industry Statistics

Seamless, secure digital payments boost trust, loyalty, and conversion rates.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

78% of consumers say that their overall shopping experience influences their level of trust in a brand

Statistic 2

60% of shoppers would stop engaging with a brand after a poor payment experience

Statistic 3

65% of consumers say their payment experience impacts their loyalty to a brand

Statistic 4

80% of payment-related customer complaints are due to processing errors or delays

Statistic 5

55% of consumers want biometric authentication to improve their payment security

Statistic 6

85% of merchants believe that a seamless payment experience increases conversion rates

Statistic 7

50% of consumers value fast transaction times more than discounts

Statistic 8

60% of shoppers expect a consistent payment experience across all channels

Statistic 9

48% of consumers are more likely to shop again if their checkout process is frictionless

Statistic 10

80% of retailers see enhancing customer payment experience as a top strategic priority

Statistic 11

70% of complaints related to payments concern security or fraud issues

Statistic 12

52% of e-commerce users encounter payment failures at checkout, leading to cart abandonment

Statistic 13

58% of consumers say that clear, transparent charges increase their trust

Statistic 14

37% of consumers have experienced payment fraud, with many not reporting it

Statistic 15

43% of consumers express concern over sharing card details online

Statistic 16

79% of customers say saving time during checkout would increase their likelihood to shop again

Statistic 17

45% of consumers say simplicity in payment options encourages repeat business

Statistic 18

55% of consumers are willing to pay extra for a better checkout experience

Statistic 19

68% of consumers would switch to a different retailer if their preferred payment method was unavailable

Statistic 20

59% of merchants report that improving payment security increases customer trust

Statistic 21

57% of consumers look for secure payment icons when making online purchases

Statistic 22

74% of customers appreciate quick refunds for payment issues, influencing loyalty

Statistic 23

80% of multinational companies see cross-border payments as a key driver for customer satisfaction

Statistic 24

64% of consumers want to see transparent pricing before completing a payment

Statistic 25

45% of customer complaints are related to slow or failed payment transactions

Statistic 26

78% of consumers believe a seamless digital payment experience increases brand loyalty

Statistic 27

69% of consumers have purchased with their smartwatch or wearable device

Statistic 28

71% of retailers find integrating multiple payment options challenging but necessary for customer satisfaction

Statistic 29

49% of consumers have experienced being unable to complete a digital payment due to technical issues

Statistic 30

72% of merchants believe that offering multiple payment options enhances overall customer experience

Statistic 31

50% of customers are willing to wait longer for a faster payment process

Statistic 32

59% of shoppers cite ease of use as the most important feature in digital payment solutions

Statistic 33

65% of consumers want their payments to be faster than current methods, such as cash or swipe cards

Statistic 34

57% of online buyers prefer a single secure login process for payments

Statistic 35

68% of consumers would switch brands if payment options were limited or inconvenient

Statistic 36

80% of consumers say seamless payment experiences are directly linked to their overall satisfaction

Statistic 37

61% of retailers report that improving checkout speed increases sales

Statistic 38

69% of consumers would prefer faster checkout options, even if it means sacrificing some payment security

Statistic 39

42% of customers would abandon a purchase if digital payment options are not available

Statistic 40

75% of sellers believe that offering digital wallets improves customer loyalty

Statistic 41

62% of consumers are more likely to complete a purchase if multiple payment options are available

Statistic 42

70% of customers prefer to use digital wallets for faster checkout

Statistic 43

75% of transactions are now processed digitally, highlighting the shift toward contactless payments

Statistic 44

63% of consumers are concerned about data privacy during digital payments

Statistic 45

65% of consumers have used a contactless payment method in-store

Statistic 46

55% of consumers prefer paying via digital wallets over traditional credit/debit cards

Statistic 47

77% of consumers expect mobile payments to be faster than cash or card

Statistic 48

49% of consumers would switch brands if their preferred payment method was not accepted

Statistic 49

85% of retail leaders plan to invest in better payment solutions in the next year

Statistic 50

65% of shoppers prefer tap-to-pay due to hygiene concerns

Statistic 51

63% of consumers prefer digital payment methods for in-store shopping

Statistic 52

66% of consumers are concerned about privacy with digital payments, but still prefer the convenience

Statistic 53

70% of customers are more likely to shop online if they can pay with their digital wallets

Statistic 54

53% of shoppers prefer paying via mobile device rather than desktop for in-store purchases

Statistic 55

62% of consumers worry about data breaches when using digital payment methods, but still value convenience

Statistic 56

55% of customers prefer contactless payments during health crises

Statistic 57

66% of consumers are concerned about the security of mobile payments more than traditional methods, yet they still use them due to convenience

Statistic 58

70% of consumers have used contactless payments during the pandemic, increasing adoption

Statistic 59

54% of digital-native consumers prefer paying via mobile compared to cash, credit, or debit

Statistic 60

55% of users prefer using their smartphones for mobile payments over tablets or desktops

Statistic 61

45% of consumers abandon their online shopping carts due to complicated checkout processes

Statistic 62

72% of shoppers have abandoned a purchase because they didn't trust the payment security

Statistic 63

72% of customers have abandoned their online shopping carts due to a lack of payment options

Statistic 64

48% of online shoppers experience difficulty during checkout, leading to cart abandonment

Statistic 65

58% of consumers prioritize ease of checkout over discounts

Statistic 66

55% of consumers are deterred from completing an online purchase due to a confusing checkout process

Statistic 67

43% of customers use mobile payment solutions at least once a week

Statistic 68

60% of online shoppers prefer one-click purchase options

Statistic 69

84% of online shoppers check for security badges before entering payment details

Statistic 70

73% of online shoppers cite security concerns as a barrier to digital payments, despite the convenience

Slide 1 of 70

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

78% of consumers say that their overall shopping experience influences their level of trust in a brand
60% of shoppers would stop engaging with a brand after a poor payment experience
45% of consumers abandon their online shopping carts due to complicated checkout processes
70% of customers prefer to use digital wallets for faster checkout
65% of consumers say their payment experience impacts their loyalty to a brand
80% of payment-related customer complaints are due to processing errors or delays
55% of consumers want biometric authentication to improve their payment security
72% of shoppers have abandoned a purchase because they didn't trust the payment security
85% of merchants believe that a seamless payment experience increases conversion rates
43% of customers use mobile payment solutions at least once a week
50% of consumers value fast transaction times more than discounts
60% of shoppers expect a consistent payment experience across all channels
48% of consumers are more likely to shop again if their checkout process is frictionless

In an era where 78% of consumers say their overall shopping experience shapes their trust in a brand, the payment journey has become the battleground determining customer loyalty, loyalty that depends heavily on fast, secure, and seamless digital checkout options.

Customer Experience and Satisfaction

78% of consumers say that their overall shopping experience influences their level of trust in a brand
60% of shoppers would stop engaging with a brand after a poor payment experience
65% of consumers say their payment experience impacts their loyalty to a brand
80% of payment-related customer complaints are due to processing errors or delays
55% of consumers want biometric authentication to improve their payment security
85% of merchants believe that a seamless payment experience increases conversion rates
50% of consumers value fast transaction times more than discounts
60% of shoppers expect a consistent payment experience across all channels
48% of consumers are more likely to shop again if their checkout process is frictionless
80% of retailers see enhancing customer payment experience as a top strategic priority
70% of complaints related to payments concern security or fraud issues
52% of e-commerce users encounter payment failures at checkout, leading to cart abandonment
58% of consumers say that clear, transparent charges increase their trust
37% of consumers have experienced payment fraud, with many not reporting it
43% of consumers express concern over sharing card details online
79% of customers say saving time during checkout would increase their likelihood to shop again
45% of consumers say simplicity in payment options encourages repeat business
55% of consumers are willing to pay extra for a better checkout experience
68% of consumers would switch to a different retailer if their preferred payment method was unavailable
59% of merchants report that improving payment security increases customer trust
57% of consumers look for secure payment icons when making online purchases
74% of customers appreciate quick refunds for payment issues, influencing loyalty
80% of multinational companies see cross-border payments as a key driver for customer satisfaction
64% of consumers want to see transparent pricing before completing a payment
45% of customer complaints are related to slow or failed payment transactions
78% of consumers believe a seamless digital payment experience increases brand loyalty
69% of consumers have purchased with their smartwatch or wearable device
71% of retailers find integrating multiple payment options challenging but necessary for customer satisfaction
49% of consumers have experienced being unable to complete a digital payment due to technical issues
72% of merchants believe that offering multiple payment options enhances overall customer experience
50% of customers are willing to wait longer for a faster payment process
59% of shoppers cite ease of use as the most important feature in digital payment solutions
65% of consumers want their payments to be faster than current methods, such as cash or swipe cards
57% of online buyers prefer a single secure login process for payments
68% of consumers would switch brands if payment options were limited or inconvenient
80% of consumers say seamless payment experiences are directly linked to their overall satisfaction
61% of retailers report that improving checkout speed increases sales
69% of consumers would prefer faster checkout options, even if it means sacrificing some payment security
42% of customers would abandon a purchase if digital payment options are not available
75% of sellers believe that offering digital wallets improves customer loyalty
62% of consumers are more likely to complete a purchase if multiple payment options are available

Customer Experience and Satisfaction Interpretation

In an industry where 78% of consumers judge trust by their checkout experience and a staggering 80% of complaints stem from errors or delays, it’s clear that seamless, secure, and speedy payments are no longer optional but the core of building loyalty and trust in the digital age.

Digital Payment Preferences and Usage

70% of customers prefer to use digital wallets for faster checkout
75% of transactions are now processed digitally, highlighting the shift toward contactless payments
63% of consumers are concerned about data privacy during digital payments
65% of consumers have used a contactless payment method in-store
55% of consumers prefer paying via digital wallets over traditional credit/debit cards
77% of consumers expect mobile payments to be faster than cash or card
49% of consumers would switch brands if their preferred payment method was not accepted
85% of retail leaders plan to invest in better payment solutions in the next year
65% of shoppers prefer tap-to-pay due to hygiene concerns
63% of consumers prefer digital payment methods for in-store shopping
66% of consumers are concerned about privacy with digital payments, but still prefer the convenience
70% of customers are more likely to shop online if they can pay with their digital wallets
53% of shoppers prefer paying via mobile device rather than desktop for in-store purchases
62% of consumers worry about data breaches when using digital payment methods, but still value convenience
55% of customers prefer contactless payments during health crises
66% of consumers are concerned about the security of mobile payments more than traditional methods, yet they still use them due to convenience
70% of consumers have used contactless payments during the pandemic, increasing adoption
54% of digital-native consumers prefer paying via mobile compared to cash, credit, or debit
55% of users prefer using their smartphones for mobile payments over tablets or desktops

Digital Payment Preferences and Usage Interpretation

As consumers increasingly prioritize speed and convenience in their payment choices—despite significant concerns over privacy and security—retailers are compelled to innovate with seamless, contactless, and secure digital payment solutions or risk losing their customers to the next swipe or tap.

E-Commerce Cart Abandonment and Checkout Behavior

45% of consumers abandon their online shopping carts due to complicated checkout processes
72% of shoppers have abandoned a purchase because they didn't trust the payment security
72% of customers have abandoned their online shopping carts due to a lack of payment options
48% of online shoppers experience difficulty during checkout, leading to cart abandonment
58% of consumers prioritize ease of checkout over discounts
55% of consumers are deterred from completing an online purchase due to a confusing checkout process

E-Commerce Cart Abandonment and Checkout Behavior Interpretation

With nearly half of shoppers abandoning carts over complicated or insecure checkouts, it’s clear that in the race to capture digital commerce, simplicity and trust are the ultimate currency—forget either, and your conversion rates pay the price.

Mobile Payment and Banking Trends

43% of customers use mobile payment solutions at least once a week

Mobile Payment and Banking Trends Interpretation

With nearly half of customers embracing mobile payments weekly, the payment card industry must swiftly innovate to stay ahead in a rapidly digitizing world where convenience isn't just a perk—it's a standard.

Online Shopping and Conversion Factors

60% of online shoppers prefer one-click purchase options
84% of online shoppers check for security badges before entering payment details
73% of online shoppers cite security concerns as a barrier to digital payments, despite the convenience

Online Shopping and Conversion Factors Interpretation

Despite the allure of seamless transactions with 60% favoring one-click purchases, a significant 84% diligently verify security badges and 73% remain wary of digital payment concerns, highlighting the delicate balance between convenience and trust in the online shopping experience.