British shoppers warming to new payments technologies but now have greater expectations of retailers.

1. PAYMENT METHODS Cash, Card and Online
Not At All Familiar 37% Somewhat Familiar 21%
Not Very Familiar 25% Very Familiar 17%
Primary Method of Payment in 2015
THE SHIFT TO NEW PAYMENT METHODS Mobile Wallets
Consumer Awareness of Mobile Wallets and Pay by Mobile
THE SHIFT TO NEW TECHNOLOGIES Familiarity with Contactless Payments
Alternative payment methods
still have a way to go as cash,
card and online payments
remain the top 3 ways to
purchase goods, respectively.
Consumer awareness of contactless
technology continues to increase,
especially in London.
Younger consumers are more familiar with mobile
payment and payment via smartphone.
The e-commerce journey is evolving and bringing new opportunities to retailers,
with in-store and online shopping now practically equal in popularity.
Brits have clearly fallen out of love
with queuing. A fast and efficient
payment experience is key to
shopping enjoyment.
In-store, speed of purchase is more important than security. However,
for online transactions, security is seen as more important. Across all
shopping channels, ease-of-use of payment method or device ranked
highly, particularly online.
Price is the biggest
factor to a happy
shopping experience.
Consumers believe technology
can play a more prominent role
in meeting their needs and
encouraging commitment to
retailers — and they demand
choice to pay how they prefer.
I expect better sales promotions/discounts in
recognition of my loyalty.
SECURITY AND SPEED In-store and Online
WHAT MAKES A GREAT SHOPPING EXPERIENCE Consumer Happiness
CONNECTED COMMERCE Consumer Expectations
THE RISE OF E-COMMERCE Consumer Expectations
SHOPPER BEHAVIOUR What Consumers View as “Retail Nightmare”
THE PATH TO PAYMENTS IN THE UK
2015
Taking stock of consumer payment behaviour and the shopping experience.
Online Payments
Card
CASH
#1#2#3
Consumers 18-33
Mobile wallets/pay by mobile
Contactless Awareness in London
Where have you shopped in the last 3 months?
Consumers 45-59
Mobile wallets/pay by mobile
Not Very FamiliarNot At All Familiar Somewhat Familiar Very Familiar
14%
11%
25%
58%
23%
19.7%
43.3%
35%
To be treated as the same person whether I’m
shopping online, in-store, on my mobile or using
unattended machines.
32%
To pay for things the way I want to, with all
options available.
28%
Loyalty Recognition
Consistent Customer Treatment
Optional Payment Methods
75% 72% 54% 12% 10%
Stores on the High Street/
town or village
Online retailers
using a computer
or tablet
Stores on a retail
park/in a shopping
centre
Unattended
kiosk
Online retailers
using a
smartphone
Stores don’t have needed
goods in stock or allow for
delivery/take home in a
convenient way
34%
A shop or website full of
technology to help find and
pay for things, but where
nothing works properly
or is confusing
Online:In-store:
33%
What is most important when making a purchase?
What Makes Consumers Happy When Shopping?
26%49%
17%
22%
Speed of Purchase 26%
Ease of Purchase 22%
Security of Purchase 35%Speed of Purchase 49%
Security of Purchase 17%
75%
56%
30%
Price
Security
Speed
Ease
The Goods on Offer
Confidence in Purchase Security
LET’S NAVIGATE THE PATH
OF PAYMENTS TOGETHER.
Survey: 1,085 General UK respondents aged 18+
conducted by Censuswide in February 2015.
35%
73%Crowds and/
or queues
6%