GITNUXREPORT 2025

Customer Experience In The Payments Industry Statistics

Customers prioritize seamless, secure, and personalized payments to enhance loyalty.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

65% of consumers prefer contactless payments over cash or cards

Statistic 2

69% of mobile users prefer using their smartphones for payments due to convenience

Statistic 3

83% of consumers want to be able to use multiple payment methods in a single transaction

Statistic 4

55% of eCommerce transactions utilize digital wallets

Statistic 5

59% of shoppers prefer to pay via QR codes

Statistic 6

80% of consumers say they would abandon a transaction if their preferred payment method was not available

Statistic 7

41% of consumers use a voice assistant to initiate payments

Statistic 8

67% of consumers want integrated loyalty programs within their payment apps

Statistic 9

54% of consumers prefer in-store digital payment options over cash

Statistic 10

59% of users prefer self-service options for managing payment issues

Statistic 11

86% of millennial consumers prefer digital payment solutions over traditional methods

Statistic 12

68% of consumers trust their mobile banking app for making payments

Statistic 13

77% of consumers prefer contactless card payments over cash

Statistic 14

55% of consumers use peer-to-peer payment apps regularly

Statistic 15

58% of consumers would switch to digital wallets if they offered better rewards

Statistic 16

65% of consumers want to track their digital payment history easily

Statistic 17

69% of consumers use contactless payments for transactions under $50 due to speed and convenience

Statistic 18

54% of consumers view loyalty rewards integrated with payments as a major benefit

Statistic 19

86% of consumers are willing to pay more for better customer experience in payments

Statistic 20

70% of consumers abandon their shopping cart due to poor payment experiences

Statistic 21

74% of customers are frustrated when a payment process takes too long

Statistic 22

58% of consumers have abandoned a purchase due to complicated checkout processes

Statistic 23

78% of consumers say a seamless payment experience increases their loyalty

Statistic 24

52% of consumers expect their payment options to be personalized based on their shopping habits

Statistic 25

89% of consumers are willing to switch brands if the payment experience is poor

Statistic 26

61% of businesses report that payment innovations have improved their customer satisfaction scores

Statistic 27

77% of consumers believe that frictionless payments improve their overall experience

Statistic 28

63% of merchants report that offering multiple payment options increases conversion rates

Statistic 29

72% of consumers are more likely to recommend a brand that offers a smooth payment experience

Statistic 30

36% of consumers have experienced failed digital transactions, leading to dissatisfaction

Statistic 31

88% of eCommerce companies are investing in improving their digital checkout process

Statistic 32

49% of consumers feel that overly complicated registration processes deter them from completing digital payments

Statistic 33

62% of consumers want to see real-time payment status updates

Statistic 34

54% of small businesses see faster payments as crucial to customer satisfaction

Statistic 35

82% of businesses increased their customer retention after implementing streamlined digital payment options

Statistic 36

69% of consumers believe faster payments improve their shopping experience

Statistic 37

60% of consumers report that their digital payment experiences influence their overall perception of the brand

Statistic 38

44% of consumers experience friction when verifying their payment via two-factor authentication

Statistic 39

73% of consumers believe that seamless checkout processes are key to positive payment experience

Statistic 40

43% of consumers prefer to see transparent fee disclosures during the payment process

Statistic 41

76% of consumers value quick resolution to payment disputes

Statistic 42

88% of consumers want clearer information about their spending habits from payment providers

Statistic 43

81% of merchants plan to increase investment in contactless payment technology in the next two years

Statistic 44

60% of merchants plan to upgrade their payment systems to accommodate emerging payment tech

Statistic 45

64% of consumers report dissatisfaction with the security of their digital payments

Statistic 46

72% of users prefer biometric authentication for mobile payments

Statistic 47

45% of consumers report concerns about data privacy when making digital payments

Statistic 48

73% of consumers want fraud protection visibly highlighted during payment

Statistic 49

75% of consumers would switch to a different provider if digital payment security was compromised

Statistic 50

80% of consumers prefer to save their payment information securely for future transactions

Statistic 51

53% of online shoppers abandon their carts due to payment security concerns

Statistic 52

64% of consumers expect their digital payment provider to prioritize security

Statistic 53

78% of consumers are more likely to use mobile payments if biometric authentication is available

Statistic 54

47% of consumers have concerns regarding the longevity and sustainability of digital payment methods

Statistic 55

83% of consumers would prefer to receive alerts about suspicious activity on their payment accounts

Statistic 56

72% of digital payment users cite security concerns as their main barrier to adoption

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Sources

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Key Highlights

86% of consumers are willing to pay more for better customer experience in payments
70% of consumers abandon their shopping cart due to poor payment experiences
74% of customers are frustrated when a payment process takes too long
65% of consumers prefer contactless payments over cash or cards
58% of consumers have abandoned a purchase due to complicated checkout processes
78% of consumers say a seamless payment experience increases their loyalty
52% of consumers expect their payment options to be personalized based on their shopping habits
89% of consumers are willing to switch brands if the payment experience is poor
61% of businesses report that payment innovations have improved their customer satisfaction scores
69% of mobile users prefer using their smartphones for payments due to convenience
83% of consumers want to be able to use multiple payment methods in a single transaction
77% of consumers believe that frictionless payments improve their overall experience
64% of consumers report dissatisfaction with the security of their digital payments

With 86% of consumers willing to pay more for a superior payment experience and 70% abandoning carts due to poor checkout processes, it’s clear that delivering seamless, secure, and personalized payment solutions is more critical than ever for businesses aiming to boost customer loyalty and satisfaction.

Consumer Payment Preferences and Behavior

65% of consumers prefer contactless payments over cash or cards
69% of mobile users prefer using their smartphones for payments due to convenience
83% of consumers want to be able to use multiple payment methods in a single transaction
55% of eCommerce transactions utilize digital wallets
59% of shoppers prefer to pay via QR codes
80% of consumers say they would abandon a transaction if their preferred payment method was not available
41% of consumers use a voice assistant to initiate payments
67% of consumers want integrated loyalty programs within their payment apps
54% of consumers prefer in-store digital payment options over cash
59% of users prefer self-service options for managing payment issues
86% of millennial consumers prefer digital payment solutions over traditional methods
68% of consumers trust their mobile banking app for making payments
77% of consumers prefer contactless card payments over cash
55% of consumers use peer-to-peer payment apps regularly
58% of consumers would switch to digital wallets if they offered better rewards
65% of consumers want to track their digital payment history easily
69% of consumers use contactless payments for transactions under $50 due to speed and convenience
54% of consumers view loyalty rewards integrated with payments as a major benefit

Consumer Payment Preferences and Behavior Interpretation

As payment preferences shift towards speed, convenience, and integrated experiences—embodied by over 80% favoring contactless and digital wallet solutions—industry players must innovate rapidly or risk losing consumers who now demand seamless, multi-channel, and reward-rich payment journeys.

Customer Experience and Satisfaction

86% of consumers are willing to pay more for better customer experience in payments
70% of consumers abandon their shopping cart due to poor payment experiences
74% of customers are frustrated when a payment process takes too long
58% of consumers have abandoned a purchase due to complicated checkout processes
78% of consumers say a seamless payment experience increases their loyalty
52% of consumers expect their payment options to be personalized based on their shopping habits
89% of consumers are willing to switch brands if the payment experience is poor
61% of businesses report that payment innovations have improved their customer satisfaction scores
77% of consumers believe that frictionless payments improve their overall experience
63% of merchants report that offering multiple payment options increases conversion rates
72% of consumers are more likely to recommend a brand that offers a smooth payment experience
36% of consumers have experienced failed digital transactions, leading to dissatisfaction
88% of eCommerce companies are investing in improving their digital checkout process
49% of consumers feel that overly complicated registration processes deter them from completing digital payments
62% of consumers want to see real-time payment status updates
54% of small businesses see faster payments as crucial to customer satisfaction
82% of businesses increased their customer retention after implementing streamlined digital payment options
69% of consumers believe faster payments improve their shopping experience
60% of consumers report that their digital payment experiences influence their overall perception of the brand
44% of consumers experience friction when verifying their payment via two-factor authentication
73% of consumers believe that seamless checkout processes are key to positive payment experience
43% of consumers prefer to see transparent fee disclosures during the payment process
76% of consumers value quick resolution to payment disputes
88% of consumers want clearer information about their spending habits from payment providers

Customer Experience and Satisfaction Interpretation

With 86% willing to pay more for better payment experiences yet nearly 9 in 10 ready to abandon transactions over poor digital processes, the payment industry faces a stark imperative: innovate or lose loyalty, as friction and complexity erode trust even as transparency and speed build customer allegiance.

Payment Innovation and Technology Adoption

81% of merchants plan to increase investment in contactless payment technology in the next two years
60% of merchants plan to upgrade their payment systems to accommodate emerging payment tech

Payment Innovation and Technology Adoption Interpretation

With 81% of merchants gearing up to boost contactless payments and 60% ready to upgrade for emerging tech, it's clear that payments are not just evolving—they're leaping ahead in a contactless dash towards the future.

Security, Fraud, and Data Privacy

64% of consumers report dissatisfaction with the security of their digital payments
72% of users prefer biometric authentication for mobile payments
45% of consumers report concerns about data privacy when making digital payments
73% of consumers want fraud protection visibly highlighted during payment
75% of consumers would switch to a different provider if digital payment security was compromised
80% of consumers prefer to save their payment information securely for future transactions
53% of online shoppers abandon their carts due to payment security concerns
64% of consumers expect their digital payment provider to prioritize security
78% of consumers are more likely to use mobile payments if biometric authentication is available
47% of consumers have concerns regarding the longevity and sustainability of digital payment methods
83% of consumers would prefer to receive alerts about suspicious activity on their payment accounts
72% of digital payment users cite security concerns as their main barrier to adoption

Security, Fraud, and Data Privacy Interpretation

Despite a clear hunger for convenience and security in digital payments—evidenced by high preferences for biometric authentication and proactive fraud alerts—over half of consumers remain dissatisfied or hesitant due to persistent privacy and security concerns, highlighting that for the payments industry, earning trust remains the ultimate currency.