Studies Archive

ACCELERATING THE REAL-TIME PAYMENTS DEMAND CURVE

Inside The November 2020 Report

Thirty percent of consumers believe that access to real-time payments is a key factor when selecting financial institutions
Seventy percent of consumers who have used real-time payments before would be “very” or “extremely” likely to use the option again if it were available for free
One-quarter of consumers would switch to new FIs to gain access to real-time payment offerings

CROSS-BORDER MERCHANT FRICTION

Cross Border Commerce

Inside The November 2020 Report

42 percent: Share of security and utility eTailers offering optional profiles
90 percent: Portion of digital product eTailers with mobile-optimized sites
57 percent: Share of European digital product eTailers employing IP recognition

GLOBAL DIGITAL SHOPPING

Retail

Inside The November 2020 Report

60 percent: Increase in the share of purchases made with digital devices since March
25 percent: Share of consumers overall who prefer wholly digital shopping experiences
28 percent: Post-pandemic increase in the share of consumers who prefer cross-channel shopping experiences

HOW WE SHOP

Retail

Inside The November 2020 Report

76 percent: Share of consumers in large cities who have shifted from shopping for groceries in-store to online since the pandemic began and who also plan to keep doing so after the pandemic has subsided
63 percent: Portion of millennial shoppers who have used digital wallets to make purchases during the last three months
60 percent: Share of consumers who would be more willing to shop with brick-and-mortar merchants if they offered digital in-store payment options

Editions:

March 2022 | February 2021 | December 2020 | September 2020

MASTERING MULTICHANNEL COMMERCE

Omnicommerce

Inside The October 2020 Report

42 percent: Year- over-year increase in the share of online commerce in the U.S. that was cross-border
57: Number of instant payment networks around the world
6: Minimum number of banks most international companies work with

Editions:

March 2021 | January 2021 | August 2020

ANATOMY OF A CONSUMER PAYMENT

Consumer Payments

Inside The October 2020 Report

An interview with Carolyn Bojanowski, senior vice president and general manager of eCommerce at beauty retailer Sephora, on the brand’s decision to expand the number of payment methods it offers to better support omnichannel experiences
Recent consumer payments trends, including how contactless and mobile wallet payments are seeing increased adoption as well as how technology firm Apple plans to leverage QR code-based payments for its mobile wallet
A Deep Dive analyzing how the pandemic is influencing consumers’ payment demands and how merchants can tap emerging technologies to keep pace

Editions:

July 2021 | May 2021 | February 2021 | December 2020 | August 2020

APPLE PAY AT SIX

Mobile Wallets

Inside The October 2020 Report

8 percent of users with Apple Pay-enabled devices are now utilizing the mobile wallet to make in-store purchases at the point of sale, compared to 5 percent in March 2020
90.8 million Americans are equipped to use Apple Pay to make payments at the physical POS in eligible store locations
Apple Pay could potentially facilitate $889 billion in brick and mortar sales

Editions:

October 2023 | October 2022 | September 2021

CREDIT CARD FRICTIONS

Credit Cards

Inside The October 2020 Report

86 percent of consumers say that experiencing a transaction decline has either improved or did not alter their perceptions of the merchant, issuing bank or card network involved in the transaction.
61 percent of consumers are satisfied with the outcome of disputed charges
More than a quarter of consumers say their perceptions of the merchants involved in the transactions worsened, regardless of the outcome of their disputed transaction.

THE EMERGING POST-COVID-19 CONSUMER SURVEY

Pandenomics

Inside The October 2020 Report

57 percent: Share of consumers who are grocery shopping online more now than they did before the pandemic began because they worry that stores are crowded
25 percent: Portion of high-income consumers who would choose to shop with merchants that provide digital capabilities because it makes shopping more convenient
50 percent: Share of consumers who believe merchants should provide in-store payment methods that allow them to pay without touching card readers

Editions:

HOW WE WILL PAY 2020

Merchant Innovation

Inside The October 2020 Report

18 million consumers are shopping for retail products and 27 million are now grocery shopping from home using connected devices.
23 million consumers who own voice-activated speakers now use them to make purchases while going about their daily routines.
60 percent of consumers – 148 million people – want to use contactless payments at the point of sale.

Editions:

MARKETPLACES AS RETAIL'S NEW FRONT DOOR

Merchant Innovation

Inside The September 2020 Report

Eighty-eight percent of all business sellers are paid by their marketplaces. The same is true for 35 percent of all individual sellers.
The average business seller waits just over three days for funds to settle. Small businesses and individual sellers wait just over two days, on average.
Offering real-time settlement drives incremental volume for marketplaces. Marketplaces that offer real-time settlement could capture a collective $129 billion to $216 billion per year in sales from U.S. sellers who say they would be willing to switch.

THE DIGITAL SHIFT: CONSUMER TRUST

Merchant Innovation

Inside The September 2020 Report

85 percent: Portion of consumers for whom trust is “very” or “extremely” important when deciding where to shop
46 percent: Share of consumers who now use contactless payment methods
35 percent: Portion of consumers who would like to use voice assistants to order lunch

B2B PAYMENTS INNOVATION READINESS

B2B Payments

Inside The September 2020 Report

64 percent: Share of firms that are shifting away from physical invoices
50 percent: Portion of businesses that say high operating costs pose issues for their AR teams
60 percent: Share of firms that are preparing to automate their AR systems to unlock potential costs savings

Editions:

March 2021 | February 2021 | December 2020

CONSUMER SUBSCRIPTION RETAIL SERVICES REPORT

Subscription Commerce

Inside The September 2020 Report

69.5%: Share of consumers who were subscribed to streaming services as of July
36.7%: Portion of subscribers who have not paid for their subscriptions since February
24.4M: Number of consumers who are at risk of canceling their services once the pandemic recedes

Editions:

COMMERCE CONNECTED

Commerce Connected

Inside The September 2020 Report

The latest omnichannel commerce trends, including the efforts of retailers such as Ulta Beauty to implement virtual try-on features and how players like CVS Pharmacy are turning to QR code-based payments to deliver omnichannel shopping experiences
An interview with Joan King, senior vice president of eCommerce for furniture and home goods retailer Crate & Barrel, on how retailers can provide seamless shopping experiences for customers regardless of where or how they are shopping
A Deep Dive analyzing consumers’ growing demands for omnichannel commerce and detailing how retailers can keep pace with these shifts amid the pandemic

THE GREAT REOPENING

Pandenomics

Inside The September 2020 Report

52.3 percent: Share of safety shifters who are "very" or "extremely" interested in digital shopping options
81.2 percent: Portion of convenience shifters who want merchants to provide order-online-for-delivery options
40.0 percent: Share of office shifters who are "very" or "extremely" interested in leaving their homes to re-enter the world

Editions:

September 2020 | September 2020 | September 2020 | May 2020

THE GREAT REOPENING

Pandenomics

Inside The September 2020 Report

33.8 percent: Share of consumers who "very" or "extremely" likely to consider merchants' digital offerings when deciding where to shop
40.2 percent: Portion of consumers who want merchants to adopt digital options because they fear they may contract COVID-19 without it
270 days: How much longer consumers believe the pandemic will last

Editions:

September 2020 | September 2020 | September 2020 | May 2020

MAIN STREET'S SIX-MONTH CHECKPOINT

Pandenomics

Inside The September 2020 Report

75 percent: Portion of Main Street SMBs whose revenues are down as a direct result of the COVID-19 pandemic
39 percent: Share of Main Street SMBs that do not have enough revenue to stay open for even a week in the event of a revenue disruption
42 percent: Portion of Main Street SMBs that have reduced payroll to help mitigate the pandemic’s financial impacts

Editions:

THE GREAT REOPENING

Pandenomics

Inside The September 2020 Report

22.9 percent: Share of consumers who have shifted to performing more of their activities online who plan to maintain this shift even after the pandemic has subsided
120 days: How long consumers who have shifted to grocery shopping online can last without tapping into their savings
22.8 percent: Portion of consumers who have shifted to performing their routines online who plan to maintain all their behavioral shifts even after the pandemic is over

Editions:

September 2020 | September 2020 | September 2020 | May 2020

THE GREAT REOPENING

Pandenomics

Inside The September 2020 Report

25.6 percent: Portion of consumers who are "not at all" interested in leaving their homes
58.3 percent: Share of consumers who are commuting to work less often since the pandemic began who plan to keep commuting less often or stop commuting entirely even after the pandemic has subsided
225 days: How long the average consumer expects the pandemic to last

Editions:

September 2020 | September 2020 | September 2020 | May 2020

MAIN STREET ON LOCKDOWN

Pandenomics SMBs

Inside The September 2020 Report

71.7 percent: Share of Main Street SMBs that have either enhanced or added new digital capabilities since the pandemic began
38.3 percent: Portion of Main Street SMBs that have added new digital capabilities because they believe it is the only way to do business with consumers stuck at home
30.8 percent: Share of Main Street SMBs that have been forced to shut down but plan to operate just as they did before the pandemic when they reopen

Editions:

September 2020 | September 2020 | September 2020

MAIN STREET ON LOCKDOWN

Pandenomics

Inside The September 2020 Report

41.0 percent: Share of Main Street SMBs that have applied for PPP loans to mitigate the pandemic's financial impact
66.4 percent: Portion of Main Street SMBs that expect to generate more online sales after the pandemic has subsided than they did before it began
32.0 percent: Share of Main Street SMBs that have adopted some changes since the pandemic began and plan to keep at least some of them after it has subsided

Editions:

September 2020 | September 2020 | September 2020

MAIN STREET ON LOCKDOWN

Pandenomics

Inside The September 2020 Report

40 days: The number of days that the average Main Street SMB can remain open without government aid
38.4 percent: Share of Main Street SMBs that have reduced payroll to mitigate the pandemic's financial impact on their bottom lines
33.1 percent: Portion of Main Street SMBs that are mitigating the pandemic's financial impact on their bottom lines by not paying their bills

Editions:

September 2020 | September 2020 | September 2020

MAIN STREET ON LOCKDOWN

Pandenomics

Inside The September 2020 Report

88.5 percent: Share of Main Street SMBs that expect their annual revenues to decrease in 2020
178 days: Number of days the average Main Street SMB expects the pandemic to last
30.5 percent: Portion of Main Street SMBs that have temporarily closed their businesses since the pandemic began

Editions:

September 2020 | September 2020 | September 2020

NAVIGATING THE COVID-19 PANDEMIC

Pandenomics

Inside The September 2020 Report

32.0 percent: Share of consumers who have shifted from working on site to workin remotely online
19.7 million: Estimated number of U.S. consumers who do not plan to go back to grocery shopping in stores
40.9 percent: Portion of adult U.S. consumers who are employed or earning an income

Editions:

September 2020 | September 2020 | September 2020 | May 2020

NAVIGATING THE COVID-19 PANDEMIC

Pandenomics

Inside The September 2020 Report

51.7 percent: Share of consumers who are unemployed or earning incomes
28.5 percent: Portion of consumers who are "very" or "extremely" worried about losing their jobs
55.0 percent: Share of consumers who would be able to live for two months or less on the amount of money they have stored up in savings

Editions:

September 2020 | September 2020 | September 2020 | May 2020

NAVIGATING THE COVID-19 PANDEMIC

Pandenomics

Inside The September 2020 Report

71.7 percent: Share of consumers who are concerned they might get their friends and family sick
25.5 percent: Portion of consumers who believe that government coverage was making the pandemic look either "somewhat" or "much" better than it was
59.4 percent: Share of consumers who believe they would be able to resume their prepandemic activities in three months or less

Editions:

September 2020 | September 2020 | September 2020 | May 2020

THE FI'S GUIDE TO IMPROVING DIGITAL ONBOARDING

Digital Onboarding

Inside The September 2020 Report

57%: Share of consumers who had already interacted digitally with their FIs and have increased their use of digital channels
70%: Portion of consumers who do not mind providing standard personal information to their financial institutions
64%: Share of consumers who would be more comfortable providing personal information if they knew it would not be shared with third parties

Editions:

December 2021 | August 2019

NAVIGATING THE COVID-19 PANDEMIC

Pandenomics

Inside The September 2020 Report

36.9 percent: Share of consumers who are "very" or "extremely" worried about the COVID-19 pandemic
65.7 percent: Portion of consumers who believe that the media's depiction of the pandemic is worse than it is
63.0 percent: Share of consumers who say that they would want a COVID-19 vaccine to be readily available before they go back to traveling

Editions:

September 2020 | September 2020 | September 2020 | May 2020

DISBURSEMENTS SATISFACTION 2020: MONETIZING PAYOUT CHOICE

Disbursements

Inside The September 2020 Report

68.1 percent: Share of U.S. consumers who received at least one disbursement over the past 12 months 13 percent: Share of U.S. consumers who received instant disbursements in the past 12 months 66.5 percent: Share of microbusinesses that would be more likely to continue doing business with firms that offer free instant disbursements

Editions:

INSPIRING TRUST IN THE NEW DIGITAL ECONOMY

ECommerce

Inside The September 2020 Report

14 percent: Share of consumers who say providing positive overall shopping experiences is the most important thing eTailers can do to inspire their trust
17 percent: Portion of consumers who say that strong data security policies are the most important feature eTailers can provide to earn their trust
20 percent: Share of consumers for whom visual and social cues are most important features for helping build trust in eTailers

Editions:

HOW WE SHOP

Retail

Inside The September 2020 Report

57 percent: Share of consumers for whom digital payments options would impact their shopping decisions
40 percent: Portion of consumers who have shifted their retail shopping online this year
48 percent: Share of consumers who prefer paying with POS credit who would not shop with merchants who do not offer it

Editions:

March 2022 | February 2021 | December 2020 | November 2020

LEVERAGING THE DIGITAL BANKING SHIFT

Inside The August 2020 Report

44.8 percent: Share of account holders who use online and mobile channels for their banking “most” or “all” of the time
55.7 percent: Share who cite trust as the reason they opened new accounts with their FIs
75 percent: Portion of bank customers who plan to maintain most of the digital banking habits they have adopted during the pandemic

ANATOMY OF A CONSUMER PAYMENT

Consumer Payments

Inside The August 2020 Report

An interview with Rachel Wilkie, senior director of eCommerce for outdoor retailer Merrell, on how merchants can ramp up their efforts to deliver more seamless payment experiences to their customers
Recent trends in the consumer payments space, including why department stores like CVS are integrating support for in-store QR code payments and how the pandemic could affect underbanked consumers’ payment habits
A Deep Dive analyzing the ongoing COVID-19 pandemic’s impact on consumers’ payment preferences and how merchants can meet their expectations

Editions:

July 2021 | May 2021 | February 2021 | December 2020 | October 2020

MASTERING MULTICHANNEL COMMERCE

Omnicommerce

Inside The August 2020 Report

27 percent: Share of total U.S. retail sales that were transacted online in April 2020
$17.75 billion: Estimated value of online D2C sales in the U.S. in 2020
$1.8 trillion: Forecast volume of sales transacted on B2B eCommerce platforms in 2023

Editions:

March 2021 | January 2021 | October 2020

D2C AND THE NEW BRAND LOYALTY OPPORTUNITY

Inside The August 2020 Report

60.6 percent: Share of consumers who increased their use of online D2C channels to purchase food and beverage products during the pandemic
44.5 percent: Portion of D2C shoppers who used the channel because it allowed them to find a full range of products in stock
51.7 percent: Share of consumers who made CPG purchases from new brands since the pandemic’s onset

DISBURSEMENT SATISFACTION

Disbursements

Inside The August 2020 Report

8%: Share of micro businesses that can access their payments instantly
80%: Portion of payors who say they allow their payees to choose how they are paid
36%: Share of millennials who say they would be more likely to continue a business relationship if the payor provided a voice-enabled disbursement experience

Editions:

CREDIT UNION INNOVATION

Credit Unions

Inside The July 2020 Report

91 percent: Share of CUs “very” or “extremely” interested in card-issuing innovation
$2.7B: Decrease in consumer expenditure between January and April
29 percent: Portion of CUs “very” or “extremely” interested in developing virtual cards

Editions:

THE ROAD TO RECOVERY

SMBs

Inside The July 2020 Report

Seventy-six percent of Main Street SMBs report having cash flow shortages during the past four months.
More than half of Main Street SMBs that want real-time settlement access want it to improve their cash flow and be able to settle 24/7 year-round.
Main Street SMBs are adopting digital methods to make sales and fill their cash flow gaps as they restart their businesses.

BUILDING A BETTER APP

Mobile Applications

Inside The July 2020 Report

51.5 percent: Share of credit-centric revolvers that are highly interested in downloading a prototypical “better app”
65.8 percent: Portion of debit-centric consumers that want card apps to offer easier account management
39.5 percent: Share of credit-centric revolvers that would consider switching FIs to obtain better card apps

Editions:

June 2020 | May 2020 | February 2020

SUBSCRIPTION COMMERCE

Subscription Commerce

Inside The June 2020 Report

65.1: Average Subscription Commerce Conversion Score
90 percent: Share of top-performing subscription merchants that allow plan changes
153 seconds: Average time needed to sign up for a subscription service

Editions:

CREDIT UNION INNOVATION

Credit Unions

Inside The June 2020 Report

41 percent: Portion of CUs planning to develop more microbusiness-focused products
46 percent: Share of CUs planning to add digital wallet options in the next three years
40 percent: Share of CUs innovating microbusiness-focused offerings to address competitive threats

Editions:

THE CROSS-BORDER MERCHANT FRICTION INDEX

Cross Border Commerce

Inside The June 2020 Report

93.5 percent: Share of eBook merchants providing mobile-optimized sites
62.2 percent: Portion of European sites utilizing IP recognition technology
51.9 percent: Share of B2B merchants requiring profiles to complete checkout

BUILDING A BETTER APP

Mobile Applications

Inside The June 2020 Report

77.2 percent: Share of consumers likely to switch FIs for better apps that are interested in spending insight features
54.8 percent: Portion of regular card app users that are interested in payment plan features
63.9 percent: Share of cardholders likely to switch FIs that would be highly interested in downloading a second stand-alone card app

Editions:

July 2020 | May 2020 | February 2020

COMMERCE CONNECTED

Commerce Connected

Inside The June 2020 Report

The latest news in the grocery space, including why grocers such as Walmart are improving their support for online EBT and SNAP payments
An interview with both John Ross, president and CEO of the Independent Grocers Alliances, as well as Jacki Snyder, senior director for UNFI Payment Services at grocery wholesaler and services provider UNFI, regarding how the grocery industry must innovate online and in-store shopping both during and after the pandemic
A Deep Dive exploring the way consumers are using delivery services for their groceries and explaining how grocers must adapt their omnichannel offerings to meet their customers’ needs

DIGITAL PAYMENTS IN A DIGITAL WORLD

Inside The May 2020 Report

An interview with Lisa Brubaker, executive vice president and chief technology officer for Delaware-based community bank WSFS Bank, on how technologies such as mobile messaging and QR codes can help enhance customer loyalty
News and trends surrounding the latest developments in payments, including how KeyBank is revamping its digital platforms to weather the COVID-19 pandemic
A Deep Dive analyzing how the pandemic has impacted the ways consumers use digital banking services and how this shift will affect the future development of these tools

DELIVERING CARDHOLDER CUSTOMER SERVICE

Inside The May 2020 Report

28 percent: Share of respondents who contacted customer service who would be “very” or “extremely” likely to switch to card providers offering superior service
43 percent: Portion of millennials who contacted customer service who would be highly likely to switch card issuers offering superior service
94 percent: Share of those who contacted customer service by phone who reported their issues resolved

Editions:

NAVIGATING THE COVID-19 PANDEMIC

Inside The May 2020 Report

How Consumers’ Behaviors May Change in the Aftermath of the Pandemic
How Employment Rates and Income Levels Have Changed over Time
Employment Rates Across All Sectors over Time
Consumers’ Concerns about Pandemic-related Job Loss

Editions:

September 2020 | September 2020 | September 2020 | September 2020

PYMNTS’ COVID-19 BRIEF SERIES

Inside The May 2020 Report

Consumers who have been the slowest to shift their routines online are the most eager to leave their homes.
Four out of 10 consumers have brought their routines online.
Consumers’ online retailers shopping habits have seen the biggest shifts.
Higher-income consumers are the most likely to have moved their activities online and keep them there.
Consumers who plan to stay online are the most worried about infecting others or dying.

Editions:

September 2020 | September 2020 | September 2020 | September 2020

CREDIT UNION INNOVATION

Credit Unions

Inside The May 2020 Report

30 percent: Share of CU executives who believe their members are either "very" or "extremely" likely to switch to challenger banks
25 percent: Portion of CU members who believe challenger banks could offer better banking services than those they currently receive by offering lower fees
83 percent: Share of CU executives who believe national banks are likely to create challenger banks with which they might compete for members

Editions:

Topics

Featured

Stay Current