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Author: Ken Paterson Published on: July 9, 2018
New survey explores the payments experiences that U.S. consumers value most when shopping.
Second report from Mercator Advisory Group’s new Customer Merchant Experience Survey.
Mercator Advisory Group’s latest Primary Data report, Payments, ATMs, and Prepaid: How Payments Align with Experience, is based on the company’s new consumer survey, the Customer Merchant Experience Survey. The online survey of 3,002 U.S. adult consumers, which was conducted in February 2018, explores consumers’ merchant experiences as they shop in-store, online, and via mixed channels. The survey was designed with the goal of defining and highlighting consumer expectations for optimal experiences with merchants.
This second report builds on the overall experiential analysis of the first and puts shopper’s payments experiences into the broader context of what consumers value most in their merchant interactions.
Ken Paterson, VP, Special Projects, Mercator Advisory Group, the author of this report comments: ”In our first report, we defined consumer expectations for optimal experiences with merchants. Within this context, this new analysis explores five broad drivers of shopper experience related to payments: payments choice, ability to use cash, payments security, transaction speed, and availability of gift cards/digital cards.”
This report is has 64 pages (in slide format) with 34 exhibits.
Companies and product brands mentioned are: Affirm, Android Pay/Google Pay, Apple Pay, Klarna, MasterPass, Siri, PayPal, Samsung Pay, Starbucks, Uber and other major retailer brands.
(Click to Enlarge)
Among the findings highlighted in this survey report:
Topics explored in this report include: