Studies Archive

MASTERING MULTICHANNEL COMMERCE

Digital Payments

Inside The March 2021 Report

59 million: Number of consumers in Western Europe who used their smartphones to make purchases in 2020
46 percent: Africa’s share of worldwide mobile transaction volume
30 percent: Portion of global point-of-sale payments to be made via digital and mobile wallets by 2023

Editions:

January 2021 | October 2020 | August 2020

GLOBAL DIGITAL SHOPPING INDEX: SMB EDITION

Merchant Innovation

Inside The March 2021 Report

75 percent: Share of U.S. SMB shoppers who made their most recent purchases in stores
49 percent: Portion of Australian SMB shoppers who used digital channels to make their most recent purchases
50 percent: Share of Brazilian SMBs that view mobile order-ahead features to be important investments over the next three years

THE NEW DIGITAL CONSUMER

Pandenomics

Inside The March 2021 Report

80 percent: Share of consumers who are ordering more of their food via aggregators who plan to keep doing so after the pandemic has subsided
66 percent: Portion of consumers who are either already vaccinated or plan to get vaccinated when they have the opportunity
25 percent: Share of consumer who would like their children to return to in-person schooling

Editions:

B2B PAYMENTS INNOVATION READINESS

B2B Payments

Inside The March 2021 Report

49 percent: Portion of overall firms that experience lower delinquency rates from automating AR processes
71 percent: Portion of advertising firms that express improved collections following AR automation implementation
28 days: Average payment term for firms with manual AR processes

Editions:

February 2021 | December 2020 | September 2020

HEALTHCARE PAYMENTS INNOVATION

Healthcare

Inside The March 2021 Report

56 percent: Portion of patients who make payments in person when visiting their doctors’ offices
22 percent: Share of private practice patients who have difficulty paying for their visits
82 percent: Share of Gen Z patients who are interested in payment plans

Editions:

August 2021 | July 2021 | January 2021

DELIVERING ON RESTAURANT REWARDS

Restaurant innovation

Inside The March 2021 Report

45 percent: Share of independent restaurant customers' total food spending that is made online
16 percent: Portion of independent restaurant customers who have switched to ordering online since the pandemic began
45 percent: Share of independent restaurant customers who would spend more if offered loyalty programs

Editions:

INNOVATING CROSS-BORDER PAYMENTS

Cross-border Payments

Inside The March 2021 Report

26 percent: Average share of U.S. and U.K. businesses’ total annual sales that are generated internationally
33: Average number of days it takes U.S. businesses to receive cross-border payments
32 percent: Portion of U.S. and U.K. businesses that plan to automate their cross-border receivables in the next three years

MOBILE BANKING APP

Mobile Applications

Inside The March 2021 Report

40 percent: Share of consumers who still use passwords as their main form of authentication when logging into mobile banking apps
60 percent: Portion of consumers who say that the ability to authenticate transactions makes their mobile banking apps more secure
94 percent: Share of consumers who trust their banks who think their banks provide clear messaging about security measures

Editions:

May 2021 | January 2021 | November 2020

2021'S MAIN STREET BUSINESS SURVIVOR

Pandenomics

Inside The March 2021 Report

33 percent: Share of Main Street businesses that now sell on digital marketplaces
30 percent: Portion of Main Street business owners who have used their own money to support their businesses in the last year
78 percent: Share of Main Street businesses that have yet to apply for PPP loans

Editions:

CREDIT UNION INNOVATION

Credit Unions

Inside The March 2021 Report

39 percent: Share of CU members who are “very” or “extremely” interested in using contactless credit cards
86 percent: Portion of CUs that have invested in mobile wallet innovations in 2020
36 percent: Share of CU members who would be at least “somewhat” likely to switch to a new primary FI for access to touchless payment options

Editions:

GLOBAL DIGITAL SHOPPING - BRAZIL

Merchant Innovation

Inside The February 2021 Report

46 percent: Share of Brazilian consumers who have preferred to buy goods digitally since the pandemic began
36 percent: Increase in the use of mobile channels for product purchases in Brazil
20 percent: Portion of Brazilian consumers who used mobile devices to make their most recent purchases

HOLIDAY SHOPPING RETROSPECTIVE REPORT: MERCHANT INSIGHTS FOR 2021 AND BEYOND

Consumer Payments

Inside The February 2021 Report

83%: Share of consumers who did some or all of their holiday shopping online
40%: Share of consumers overall who used digital wallets to purchase gifts
75%: Portion of consumers who plan to maintain some or all of their digital shopping habits beyond the pandemic

Editions:

March 2022 | December 2020 | November 2020 | September 2020

A NEW APPROACH FOR MODERNIZING PAYMENTS IN BANKING

Digital Payments

Inside The February 2021 Report

$6.7 trillion: Estimated global value of digital payments in 2021
45 percent: Share of U.S. consumers who have shifted to digital channels for retail product purchases since the pandemic began
90 percent: Portion of U.K. population no longer regularly paying with cash today

CREDIT UNION INNOVATION

Credit Unions

Inside The February 2021 Report

30 percent: Share of millennial credit union members who would at least consider switching primary FIs over innovation
64 percent: Portion of CUs citing pandemic-related changes in consumers' needs as a factor making it more difficult to rollout new products and services
41 percent: Share of CU decision-makers who believe that partnering with credit union service organizations is critical to the innovation process

Editions:

ANATOMY OF A CONSUMER PAYMENT

Consumer Payments

Inside The February 2021 Report

An interview with DJ Seeterlin, chief information officer at Chesapeake Bank, on how real-time payment rails can allow merchants to seamlessly support various consumer payment methods as well as the role that banks play in facilitating them
Recent trends in the consumer payments space, including how Nacha is aiming to educate smaller businesses about ACH payments’ advantages and why card network Mastercard is tapping cloud technologies for speedier payments
A Deep Dive examining how emerging payment rails can help merchants stay on top of consumer spending and payment shifts and allow them to create connected, seamless experiences for consumers

Editions:

July 2021 | May 2021 | December 2020 | October 2020 | August 2020

DELIVERING ON RESTAURANT REWARDS

Restaurant innovation

Inside The February 2021 Report

$279: How much the average bridge millennial spends on online food orders from table-service restaurants each month
16 percent: Share of consumers who say offering rewards is the best way to encourage them to spend more on food
37 percent: Share of restaurant customers placing orders at least twice per week

Editions:

PRODUCT DROPS: RETAIL'S NEW CONVERSION PLAY REPORT

Retail

Inside The February 2021 Report

43%: Portion of consumers who have participated in product drops, flash sales and private sales within the past month
91%: Share of consumers who received discounts of 35 percent or more during flash sales and product drops who were “very” or “extremely” satisfied
30%: Average discount consumers receive during private and flash sales

BUY BUTTON REPORT: OPTIMIZING PAYMENT CHOICE FOR DIGITAL-FIRST CONSUMERS

ECommerce

Inside The February 2021 Report

76%: Share of retailers that offered buy buttons in Q4 2020
73%: Portion of merchants that offered the PayPal buy button
60%: Share of merchants that provided buy buttons at checkout to consumers without requiring profile creation

Editions:

August 2022 | February 2020 | July 2019

B2B PAYMENTS INNOVATION READINESS

B2B Payments

Inside The February 2021 Report

75%: Portion of firms reporting that automated AR functions help them provide superior customer experiences
87%: Share of firms with AR automation that report improvements in overall process speed
40 days: Average days sales outstanding among firms that have automated their payment acceptance processes

Editions:

March 2021 | December 2020 | September 2020

MOBILE BANKING APP

Mobile Applications

Inside The January 2021 Report

40%: Segment of consumers who are dissatisfied with their mobile banking apps because too many steps are needed to open additional accounts
42%: Portion of baby boomers and seniors who prefer using online banking tools instead of mobile apps because they find online banking to be easier
67%: Share of security question authentication users who are “slightly” or “not at all” satisfied with the method who say that they do not trust its data security

Editions:

May 2021 | March 2021 | November 2020

ONLINE SECURITY AND THE DEBIT-CREDIT DIVIDE

Credit Cards

Inside The January 2021 Report

45%: Portion of U.S. shoppers who have shifted to digital channels to buy retail products
16%: Net increase in online use of credit cards since the pandemic's onset
35%: Share of consumers who think credit cards offer protection against online theft

Editions:

May 2024 | November 2023 | May 2023 | December 2021 | July 2021 | May 2020

THE HEALTHCARE PAYMENT EXPERIENCE

Healthcare

Inside The January 2021 Report

63 percent: Portion of healthcare consumers who express interest in access to payment plans
54 percent: Share of patients who want to manage their payments digitally
33 percent: Share of patients who say establishing payment plans would entice them to switch medical providers

Editions:

August 2021 | July 2021 | March 2021

DELIVERING ON RESTAURANT REWARDS

Restaurant innovation

Inside The January 2021 Report

$486 billion: Collective amount spent on food eaten at home in 2020
92 percent: How much more sit-down restaurant customers who use loyalty programs and order and dine on site spend per month
$162: Sit-down restaurant customers' average monthly expenditure on takeout food orders

Editions:

DISBURSEMENTS SATISFACTION PLAYBOOK

Disbursements

Inside The January 2021 Report

68 percent: Portion of payors that are willing to pay a fixed fee to offer instant payments for free
67 percent: Share of microbusinesses that say free instant payment options would boost their loyalty as clients
20 percent: Share of consumers who are willing to pay to receive instant nongovernment disbursements

Editions:

GLOBAL DIGITAL SHOPPING - UNITED KINGDOM

Merchant Innovation

Inside The January 2021 Report

46 percent: Share of U.K. consumers that now prefer to do their shopping online
50 percent: Portion of U.K. merchants that plan to invest in click-and-collect options
35 percent: Share of U.K. shoppers that would be highly interested in using digital-first features

THE MASTERING MULTICHANNEL COMMERCE PLAYBOOK

Back-office

Inside The January 2021 Report

47 percent: Share of treasurers who want access to real-time liquidity management and real-time payments/collections information
64 percent: Segment of treasury departments that report liquidity as a challenge
93 percent: Portion of businesses that experience late payments from their customers

Editions:

March 2021 | October 2020 | August 2020

RETAIL BANKING SERVICES' PARADIGM SHIFT

Inside The January 2021 Report

55 percent: Portion of consumers who find information on FIs’ websites to be irrelevant to their needs
36 percent: Share of consumers who still cite branch visits as their preferred method for learning about new financial products
49 percent: Segment of consumers who are engaging with their FIs via online chat more often now than they did before the pandemic began

MAPPING CONSUMERS’ RETURN TO THE PHYSICAL WORLD

Pandenomics

Inside The January 2021 Report

51 percent: Share of consumers who are "very" or "extremely" likely to get vaccinated when they have a chance
27 percent: Portion of consumers who are not interested in getting vaccinated who cite fears of unhealthy ingredients as a reason
21 percent: Share of consumers expressing concern about the pandemic's impact who say they worry about infecting others

Editions:

ONLINE ORDERING'S RETURN ROUND TRIP

ECommerce

Inside The January 2021 Report

89 percent: Share of all 2020 holiday shoppers who made at least one purchase online
56 percent: Portion of holiday shoppers who might return their purchases due to a mistake in size, color or style
45 percent: Share of holiday shoppers who might keep an unwanted purchase if offered a discount of 10 percent

Editions:

November 2023 | October 2023 | December 2022 | November 2022 | December 2021

DELIVERING ON RESTAURANT REWARDS

Restaurant innovation

Inside The January 2021 Report

73 percent: Share of QSR customers ordering food both online and offline
33 percent: Portion of restaurant customers ordering food exclusively online who want to access rewards programs via digital wallet
87 percent: Share of restaurant customers who plan to order food as they do now after the pandemic has subsided

Editions:

CHECKOUT CONVERSION INDEX

Checkout Conversion

Inside The January 2021 Report

97%: Share of top-performing merchants that offer product satisfaction guarantees
86%: Share of new mobile apps with live site help at checkout
80%: Portion of consumers who have shifted to digital-only retail shopping

PAYMENTS 2021

B2B Payments

Inside The January 2021 Report

22 percent: Share of businesses that cite not having real-time access to payments data as a payments friction
46 percent: Portion of technology firms that consider cost when judging the efficiency of their AR operations
39 percent: Share of education institutions looking to expand their vendor relationships to improve their payments operations

Editions:

November 2021 | July 2021 | April 2021

DIGITAL PAYMENTS IN A DIGITAL WORLD

Digital Payments

Inside The December 2020 Report

An interview with Christopher Wong, senior product manager of payments, trust and safety for global online ad hoc platform Freelancer.com, on why implementing swift, localized payments can give businesses an edge when recruiting ad hoc talent on a global scale
Recent headlines from the digital payment space, such as why freelancers in the U.K. need to brace for Brexit’s continued impact on the financial ecosystem and why more businesses are turning to online marketplaces to find new ad hoc workers
A Deep Dive examining how the rising availability of instant payments is impacting freelancers’ payment expectations worldwide and how these expectations have been affected by the ongoing pandemic

RESTAURANT READINESS

Restaurant innovation

Inside The December 2020 Report

43%: Portion of restaurants with revenues that have decreased since the pandemic began
39%: Share of restaurant customers for whom rewards programs would encourage spending
62%: Portion of restaurants that currently offer rewards programs

Editions:

SUBSCRIPTION BUNDLING

Subscriptions

Inside The December 2020 Report

51%: Share of consumers who rank saving money among the top three reasons for considering buying subscription bundles
69%: Share of consumers who would prefer to bundle their subscriptions if they could choose which ones to include
79%: Share of consumers who subscribe to six or more services who prefer subscription bundles

MAIN STREET SMBS: THE 18-MONTH OUTLOOK BRIEF

Pandenomics

Inside The December 2020 Report

26%: Share of Main Street SMBs that plan to layoff workers if there is another round of lockdown measures
47%: Portion of decision-makers at Main Street manufacturing firms that plan to put more of their own money into their businesses if there is another lockdown
55%: Share of Main Street SMBs that are "very" or "extremely" likely to stay open now that there is a vaccine available

Editions:

B2B PAYMENTS INNOVATION READINESS

B2B Payments

Inside The December 2020 Report

48%: Share of firms that cite process speed as an AR-related problem area
68%: Portion of firms that are planning to leverage technologies to upgrade their AR systems for faster processing
49%: Share of small businesses that say the pandemic has greatly affected their collections operations

Editions:

March 2021 | February 2021 | September 2020

HOW WE WILL PAY - CONNECTED DEVICES BRIEF

ECommerce

Inside The December 2020 Report

90 percent: Share of consumers who now own smartphones
85 percent: Portion of superconnected consumers who own smart TVs
30 percent: Share of consumers who own connected cars

Editions:

ANATOMY OF A CONSUMER PAYMENT

Consumer Payments

Inside The December 2020 Report

An interview with Keala Gaines, vice president of global payment services for eCommerce marketplace eBay, on how merchants can turn friction-filled payment experiences into consumer loyalty opportunities
Recent trends in the consumer payments space, including why 84 percent of consumers are now spending more with merchants that offer more personalized shopping experiences and how The Fragrance Shop is tapping video technology to offer an omnichannel experience in an effort to boost loyalty
A Deep Dive examining how consumer payment and shopping behaviors have shifted since the pandemic began and how offering multiple seamless, flexible payment methods can help merchants keep customers engaged

Editions:

July 2021 | May 2021 | February 2021 | October 2020 | August 2020

DISBURSEMENTS SATISFACTION PLAYBOOK

Disbursements

Inside The December 2020 Report

72 percent: Share of microbusinesses that would choose instant payments because they are a fast way to be paid
68 percent: Portion of baby boomer and senior consumers who are unfamiliar with instant payments
47 percent: Share of consumers who live paycheck to paycheck and struggle to pay their bills who are very likely to choose instant payments

Editions:

BUY NOW, PAY LATER: MILLENNIALS AND THE SHIFTING DYNAMICS OF ONLINE CREDIT

Buy Now Pay Later

Inside The December 2020 Report

89 percent: Share of millennials that own credit cards
11.5 percent: Portion of bridge millennials that have used BNPL
38 percent: Share of millennials who had not used BNPL in the past year but were interested in using BNPL within a digital wallet

Editions:

March 2022 | February 2021 | November 2020 | September 2020

HOW TO PUT AI IN YOUR 2021 BUSINESS PLAN

Artificial Intelligence

Inside The December 2020 Report

80 percent: Share of banking interactions done online in 2020
55 percent: Average reduction in false positives observed by banks that have adopted AI to fight fraud
12: How many months in advance AI systems can detect potential delinquency

Editions:

THE GLOBAL DIGITAL SHOPPING INDEX: AUSTRALIA EDITION

Merchant Innovation

Inside The December 2020 Report

67%: Share of Australian consumers who prefer to shop in store over online
24%: Increase in share of consumers who prefer wholly online shopping experience since the pandemic's onset
68%: Portion of consumers who either use rewards or would be interested in doing so

HOW WE WILL PAY - CONNECTED COMMUTERS BRIEF

ECommerce

Inside The December 2020 Report

4.6: Average number of connected devices owned by consumers who do not commute to and from work
39 percent: Share of employed consumers who commute to work in 2020
4.9: Average number of connected devices commuters use to make purchases online each day

Editions:

TO VACCINATE OR NOT TO VACCINATE: MEASURING THE IMPACT OF A COVID-19 VACCINE ON CONSUMERS’ DIGITAL LIFESTYLES

Pandenomics

Inside The December 2020 Report

79 percent: Portion of consumers that are unlikely to return to their old ways of purchasing because they have acclimated to their new digital lifestyles
40 percent: Share of consumers that plan to leave their house no more often than they do now, even after a vaccine is introduced
25 percent: Portion of Gen X consumers that are not interested in getting a vaccine

Editions:

HOW WE WILL PAY - SUPERCONNECTED AND BRIDGE MILLENNIALS

Retail

Inside The December 2020 Report

30 percent: Portion of bridge millennials and superconnected consumers are more interested in trying new types of connected commerce experiences than the typical consumer
60 percent: Share of bridge millennials and superconnected consumers that use marketplace apps such as those from Amazon and Walmart more often now than they did before the pandemic began
25 percent: Percentage increase in bridge millennials' and superconnected consumers' use of apps provided by their grocers compared to average consumers

Editions:

OMNICHANNEL GROCERY

Inside The November 2020 Report

65 million customers would be willing to switch to a different grocer for easier access to touchless payment options
64 percent of consumers buy at least some of their groceries online
23 percent of grocery shoppers are ordering groceries online to be delivered at home more than they were before the pandemic began

Editions:

November 2021 | September 2021

LOCATION, LOCATION, LOCATION: HOW LOCATION DATA CAN HELP BANKS PREVENT ONLINE FRAUD

Fraud Prevention

Inside The November 2020 Report

55%: Portion of the adult U.S. population who share location data with at least one app
50%: Share of U.S. consumers who are likely to share their location data with banks to better protect their accounts from fraud
55%: Share of millennials and Gen Z consumers who would switch to a bank that uses location data to secure their accounts

CARDHOLDER LOYALTY ENGAGEMENT REPORT: HOW REWARDS PROGRAMS GIVE FIS A TOP-OF-WALLET ADVANTAGE

Loyalty & Rewards

Inside The November 2020 Report

23 percent: Share of consumers who would be "very" or "extremely" likely to switch banks for rewards they want
51 percent: Portion of consumers who make online or in-store purchases via digital wallet
49 percent: Share of consumers who want cash back rewards deposited directly into their accounts

SUBSCRIPTION COMMERCE CONVERSION INDEX - NOVEMBER 2020

Subscription Commerce

Inside The November 2020 Report

61 percent: Share of merchants whose sign-up processes were faster in Q4 2020 than in Q3
95 percent: Portion of top-performing subscription services merchants that supported plan changes in Q4 2020
40 percent: Share of subscription services merchants that offered free trials in Q4 2020

Editions:

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