Studies Archive

2023 GLOBAL DIGITAL SHOPPING INDEX: U.S. EDITION

Shopping

Inside The March 2023 Report

48%: Share of U.S. shoppers who see payments choice as a highly important feature for merchants to provide
33%: Year-over-year increase in in-store digital wallet use in the U.S.
41%: Share of U.S. consumers who see free shipping as very or extremely important for merchants to provide

TRACKING FAILED PAYMENTS

Digital Payments

Inside The March 2023 Report

28%: Share of companies that track customer retention
26%: Share of companies that say failed payments are the most important contributor to customer churn
11%: Average share of revenue health and fitness companies lose due to failed payments

Editions:

May 2023 | January 2023 | September 2021

MODERNIZING PROCUREMENT PROCESSES

Digital Payments

Inside The March 2023 Report

44%: Portion of manufacturers planning to make investments in procurement processes
31%: Share of retailers already investing in digital procurement technologies
18%: Portion of finance and insurance CFOs saying cost reduction is the top reason for investing in digital procurement technologies

Editions:

THE MODERNIZATION MANDATE: AN ENTERPRISE GUIDE

Innovation

Inside The March 2023 Report

Priority One: Systems that are no longer compliant with current regulatory standards
Priority Two: Anything that impacts the organization’s security
Priority Three: The systems that are most crucial to the organization’s operations for modernization

Editions:

April 2023 | February 2023 | December 2022 | October 2022 | June 2022

PERCEPTIONS IN DIGITAL BANKING

Authentication

Inside The March 2023 Report

47%: Share of consumers unsatisfied with their FIs’ current security measures for everyday digital activities and transactions
30%: Share of consumers looking for added visible security when accessing bank accounts
34%: Share of digital-only banking customers who want additional visible security measures when reaccessing a bank account from a familiar device

Editions:

THE FALSE APPEAL OF DEAL-CHASING CONSUMERS

Consumer Finance

Inside The March 2023 Report

74%: Share of consumers who have cut back on nonessential retail purchases
46%: Share of retail shoppers who chase deals
40%: Share of persuadable consumers saying ease and convenience most influenced where they choose to shop

Editions:

THE DEBT AND CREDIT DEEP DIVE EDITION

Consumer Finance

Inside The February 2023 Report

45%: Share of high-income consumers living paycheck to paycheck as of January 2023
72%: Share of paycheck-to-paycheck consumers without issues paying bills who made holiday or year-end purchases with a credit card
42%: Share of paycheck-to-paycheck consumers living without difficulty who cut back on everyday perks to better manage their credit card debt in the last year

Editions:

RISING COSTS PUSH CONSUMERS TOWARD PICKUP

Restaurant innovation

Inside The February 2023 Report

55%: Share of consumers who prefer pickup and say getting a discount if the food is late would persuade them to choose delivery instead
48%: Share of consumers saying inflation has made them more likely to choose pickup
42%: Share of restaurant customers who say they pick up their meals to avoid tipping a delivery person

Editions:

November 2023 | January 2023

CHANGING ECONOMY SPARKS NEW PRIORITIES FOR SYSTEMS SPENDING

Digital Payments

Inside The February 2023 Report

23%: Portion of finance and insurance CFOs who cite expanding their business as the most important reason for investing in improvements to working capital and credit systems
47%: Share of manufacturing CFOs who say the most important reason to invest in digital payments systems was improving their accounts receivable processes
73%: Portion of finance and insurance CFOs who say investments in digital payments technology improved their working capital and credit systems operation

Editions:

THE DIGITAL BUSINESSES’ GUIDE TO LATIN AMERICA

Latin America

Inside The February 2023 Report

FLEXIBLE PAYMENTS INFRASTRUCTURE: Businesses must be able to add and remove capabilities from their payments stacks to keep ahead of the curve.
LINKING PAYMENTS ECOSYSTEMS: Major players are building interoperable payments systems to connect different LatAm countries and the world.
DIGITIZING CASH: Local payments providers are building new ways to allow cash-centric LatAm businesses and customers to make digital transactions.

Editions:

January 2023 | December 2022 | September 2022 | August 2022 | June 2022

HOW PATIENTS WANT TO STREAMLINE HEALTHCARE PAYMENTS

Healthcare

Inside The February 2023 Report

54%: Share of consumers who experienced at least one pain point when paying for healthcare expenses in the last year
64%: Share of consumers highly satisfied with tracking their medical bills and insurance payments through a digital portal
70%: Share of consumers interested in a unified digital platform for managing medical bills

Editions:

May 2023 | December 2022

DIGITALLY DIVIDED — WORK, HEALTH AND THE INCOME GAP

Connected Economy

Inside The February 2023 Report

40%: Share of low-income consumers who work remotely from home
71%: Share of high-income consumers who do at least some remote work
46%: Portion of high-income consumers who planned or booked travel tickets or accommodations digitally

Editions:

HOW REAL-TIME PAYMENTS DRIVE THE IN-STORE CUSTOMER JOURNEY

Retail

Inside The February 2023 Report

33%: Share of U.S. retailers planning to add real-time payments in the next three years
44%: Portion of retailers citing secure payment data as a reason to implement digital tools in-store
43%: Share of U.K. retailers planning to add real-time payments in the next three years

Editions:

THE TRUST FACTOR

Consumer Payments

Inside The February 2023 Report

71%: Share of consumers with difficulty tracking stored credentials who consider updates crucial
8%: Increase in the share of consumers who trust non-FIs to provide vault services
92%: Share of consumers at least somewhat likely to let marketplaces access their vault

A GUIDE FOR DIGITAL STARTUPS

Banking

Inside The February 2023 Report

Ensure Alignment: Startups must carefully match their efforts with their global strategy goals
Principles of Scalability: Digital startups need strategies that anticipate challenges around liquidity, clearing, payments and settlements
Payment Processes and Growth: With strong payment processes in place, startups can find and retain customers

Editions:

April 2023 | March 2023 | December 2022 | October 2022 | June 2022

THE ASCENT OF DIGITAL WALLETS

Consumer Finance

Inside The February 2023 Report

2.8%: Share of online retail purchases completed with buy now, pay later as of Q4 2022
12%: Share of groceries consumers purchased online as of Q4 2022
1.9%: Share of in-store retail purchases completed with Apple Pay as of Q4 2022

Editions:

INSURANCE DISBURSEMENTS BRIEF 2022

Disbursements

Inside The February 2023 Report

23%: Share of consumers who would pick instant insurance payouts when given the option
45%: Portion of consumers who would be willing to pay for instant health insurance payouts
62%: Share of insurance disbursements where companies offered customers a choice of payout method

Editions:

INVESTING IN PAYMENTS SYSTEMS FOR THE DIGITAL ECONOMY

Payments Innovation

Inside The February 2023 Report

48%: Portion of manufacturers that say improving the payments process is the most important reason to invest in digital AR technology
20%: Share of retailers saying the most important reason to invest in working capital and credit systems is to cut costs
38%: Portion of manufacturers that say the most important reason to invest in working capital systems is to cut costs

Editions:

CHANGES IN GROCERY SHOPPING HABITS AND PERCEPTION

Shopping

Inside The February 2023 Report

62%: Share of shoppers who cite convenience as a reason for choosing digital channels to purchase their groceries
52%: Share of consumers who say deals or benefits led them to use digital channels for their grocery shopping
42%: Share of millennial shoppers who cite convenience as the top motivator for their use of digital channels

Editions:

RISING HOUSING COSTS DEFLATE ECONOMIC OPTIMISM

Consumer Finance

Inside The February 2023 Report

30%: Share of Gen Z who live in someone else’s home without paying rent or contributing to mortgage payments
60%: Portion of renters who say their rental payments have a notably negative impact on their financial health
34%: Share of lower-income consumers who say monthly rental payments have a very or extremely detrimental effect on their financial health

Editions:

FRICTION WITHIN THE BILL PAYMENT EXPERIENCE

Consumer Payments

Inside The February 2023 Report

43%: Share of bill-payers identifying the ability to view billing statements online as a crucial feature of a bill payment platform
54%: Portion of bill-payers who feel a centralized bill payment portal would make tracking bills easier
44%: Share of bill-payers who cite less secure information as the reason for their lack of interest in using a bill payment portal

Editions:

January 2023 | December 2022 | November 2022

THE NEXT FRONTIER OF DIGITAL COMMERCE

Metaverse

Inside The January 2023 Report

UNREAL ESTATE: Investors are purchasing and profiting from metaverse real estate
SCALING THE WALLET: Integrating existing digital and crypto wallets can help businesses enter the metaverse now
CAPTURING MOMENTS: Sports fans can buy NFTs depicting game highlights

Editions:

February 2023 | December 2022 | September 2022 | August 2022 | June 2022

THE ECONOMIC OUTLOOK AND SENTIMENT EDITION

Consumer Finance

Inside The January 2023 Report

55%: Share of consumers who did not purchase a new car in 2022 and do not plan to do so in 2023
35%: Portion of consumers who said they will incur leisure travel expenses in 2023
73%: Share of paycheck-to-paycheck consumers with issues paying bills who cite inflation as the reason they expect a worse financial situation in the next year

Editions:

INFLATIONARY PRESSURE SQUEEZES RESTAURANT TIPS

Restaurant innovation

Inside The January 2023 Report

72%: Portion of consumers who say service quality influences the amount left for a tip
72%: Share of patrons who say their tipped amount reflects their overall satisfaction with the restaurant
61%: Portion of restaurant diners who say affinity of the meal influences the amount they tip

Editions:

November 2023 | February 2023

DRIVERS OF CONSUMERS’ BILL PAYMENT PRIORITIES

Consumer Payments

Inside The January 2023 Report

17%: Portion of bill-payers who would pay bills from streaming subscription services in full even when their budget is stretched
23%: Share of millennials who would pay bills with the least payment friction first
72%: Portion of bill-payers with utility expenses who would pay these bills in full even if it means leaving other bills unpaid

Editions:

February 2023 | December 2022 | November 2022

HOW INTEGRATION ENABLES INNOVATION

Innovation

Inside The January 2023 Report

48%: Portion of FIs that consider data standardization to be required when using item-level receipt data
22%: Share of firms that say ML/AI is needed to use receipt data to build digital receipt functionalities
46%: Share of FinTechs that believe integrating receipt data into their existing loyalty and card-linked offer programs is their most difficult challenge

Editions:

CONSUMER AUTHENTICATION PREFERENCES FOR ONLINE BANKING AND TRANSACTIONS

Authentication

Inside The January 2023 Report

71%: Share of consumers who used smartphones more frequently than other devices to send to or receive money from friends and family
57%: Share of consumers viewing smartphones and computers as equally secure for online financial transactions
36%: Share of consumers who want their banks to require more visible security measures for infrequent online transactions

Editions:

MONEY-STORING APPS GAIN FAVOR WITH CONSUMERS

Consumer Finance

Inside The January 2023 Report

37%: Share of consumers who store money only in general-purpose apps
7%: Portion of consumers who store money only in merchant apps
15%: Share of consumers who store money in both general-purpose and merchant apps

2023 GLOBAL DIGITAL SHOPPING INDEX

Shopping

Inside The January 2023 Report

19%: How much more likely global merchants are to offer in-store kiosk pickup options than consumers are to realize they are available
37%: Portion of global consumers who are digital enthusiasts
46%: Share of global in-store shoppers who used smartphones to enhance their most recent in-store shopping journey

REPLACING PHYSICAL WITH DIGITAL

Mobile Wallets

Inside The January 2023 Report

40%: Share of consumers who have stored airline boarding passes in their mobile wallet
44%: Share of consumers who have used mobile wallets to pay for mobile phone bills
51%: Share of Gen Z consumers who believe mobile wallets can replace most or all uses of physical wallets

Editions:

MEET THE ZILLENNIALS

Connected Economy

Inside The January 2023 Report

45%: Portion of zillennials living with their own children
6%: How much less likely zillennials are than millennials to be living paycheck to paycheck
81%: Share of zillennials who play mobile games, use gaming platforms or both

Editions:

GROCERY, PHARMACY AND CONVENIENCE RETAILERS

Retail

Inside The January 2023 Report

55%: Share of grocery retailers innovating new payment methods for in-store customers
77%: Portion of retailers that view digital rewards and coupons as key to in-store customer loyalty
43%: Share of retailers in the United Kingdom that plan to add real-time payments in the next three years

Editions:

PRODUCT DEVELOPMENT SLOWDOWN TESTS MEMBER LOYALTY

Credit Unions

Inside The January 2023 Report

74%: Share of CUs that offer business lines of credit and noticed rising demand for this type of loan
53%: Portion of CU executives who say they are making very or extremely significant steps to reduce the time needed to set up a loan for a borrower
49%: Share of CU executives for whom a lack of resources is preventing them from bringing innovations to market — up drastically from the 34% of executives who said the same in Q4 2021

Editions:

PERCEPTION IS REALITY

Consumer Finance

Inside The January 2023 Report

41%: Share of families with children who have switched to lower-quality groceries
42%: Portion of millennials who have switched to lower-quality groceries
67%: Share of consumers who live paycheck to paycheck who have cut back on nonessential groceries

Editions:

BEST PRACTICES AND BUSINESS PERFORMANCE DRIVERS

Subscription Commerce

Inside The January 2023 Report

5%: Portion of subscription-focused firms that actively monitor and analyze customer LTV
50%: Share of total customer churn in the subscription industry caused by involuntary churn due to failed payments
$278M: Estimated lost revenue for the subscription industry over the past 12 months due to failed payments

Editions:

May 2023 | March 2023 | September 2021

GAUGING CONSUMER INTEREST

Consumer Payments

Inside The January 2023 Report

77%: Share of consumers who say strong data security is a major factor influencing their willingness to use a payments and credentials vault
58%: Portion of consumers who are at least somewhat likely to switch to merchants that link their services to a payments and credentials vault
40%: Share of consumers who are very or extremely interested in using a payments and credentials vault

RETAILERS, MANUFACTURERS SEEK BETTER WORKFLOWS

Payments Innovation

Inside The January 2023 Report

53%: Share of manufacturers investing in improvements to procurement functions
23%: Portion of retailers planning to invest in improving procurement applications
44%: Share of manufacturers planning to improve working capital and credit systems

Editions:

EASING AND ACCELERATING PAYMENTS FROM BUSINESS CUSTOMERS

Accounts Receivable

Inside The January 2023 Report

CONNECTION: A modern B2B payments network can connect suppliers’ existing enterprise resource planning (ERP), customer relationship management (CRM) and banking platforms.
INTEGRATION: A B2B payments network with AR integration can allow suppliers to send invoices to customers’ current AP portals, collect invoice approval statuses and capture payments immediately.
A STREAMLINED PROCESS: A B2B payments network may allow suppliers to improve customer relationship management practices holistically, providing them with a single payments platform that can manage onboarding, transacting and invoicing.

33,000 CONSUMERS ON DIGITAL’S ROLE IN THEIR EVERYDAY LIVES

Connected Economy

Inside The December 2022 Report

19%: Year-over-year increase in consumers’ use of digital to communicate as of November 2022
86M: Number of consumers using at least one type of smart home technology
41%: Portion of consumers ordering groceries online for curbside pickup by the end of 2022

Editions:

DIFFERENT PATHS TO DIGITAL TRANSFORMATION

Connected Economy

Inside The December 2022 Report

4%: Rise in digital wallet usage in Q3 across 11 major economies
7%: Overall increase in digital transformation in the U.S. in Q3
5%: Drop in digital grocery subscription use in Q3

Editions:

May 2023 | September 2022

NEW REALITY CHECK: THE PAYCHECK-TO-PAYCHECK REPORT: 2022 YEAR IN REVIEW

Consumer Finance

Inside The December 2022 Report

6.8%: Portion of consumers who annually earn more than $200,000 yet live paycheck to paycheck with issues paying bills
42%: Share of paycheck-to-paycheck consumers with issues paying bills who say they are the sole breadwinner in their household
55%: Portion of consumers living paycheck to paycheck without issues paying bills who recently purchased clothing and accessories

Editions:

THE 2022 RESTAURANT DIGITAL DIVIDE: RESTAURANT CUSTOMERS REACT TO RISING COSTS, DECLINING SERVICE

Restaurant innovation

Inside The December 2022 Report

8.6%: Increase in the cost of eating at restaurants in the past year
70%: Share of consumers who say costs at table-service restaurants rose this past year
62%: Share of consumers who say costs have risen at quick-service restaurants

Editions:

November 2022 | October 2022 | September 2022

ONE-STOP BILL PAY PLAYBOOK: EXECUTIVE VIEWS ON THIRD-PARTY BILL PAYMENT SOLUTIONS

Consumer Payments

Inside The December 2022 Report

41%: Portion of firms with less than $10M in annual revenue that identify a lack of payment options as bill-payers’ top recurring complaint
68%: Share of billing executives polled who expect their companies to implement payments-related innovations within the next year
35%: Portion of billing executives who cite bill-payer convenience as the primary reason for their interest in offering one-stop bill payment solutions

Editions:

February 2023 | January 2023 | November 2022

HOW DIGITAL HAS CHANGED THE CONSUMER HEALTHCARE EXPERIENCE AND EXPECTATIONS: JUNE 2022 - DECEMBER 2022 RECAP

Healthcare

Inside The December 2022 Report

49%: Share of consumers using apps and wearables to track their health
97M: Number of consumers streaming healthcare podcasts and videos each month
60%: Portion of financially struggling consumers who use digital healthcare options

Editions:

NEW REALITY CHECK: THE PAYCHECK-TO-PAYCHECK REPORT: THE FINANCIAL GOALS EDITION

Consumer Finance

Inside The December 2022 Report

42%: Share of consumers who were living paycheck to paycheck without issues paying their bills in November
31%: Portion of paycheck-to-paycheck consumers with issues paying their monthly bills who say paying off debt is their most important short-term financial goal
22%: Share of millennials who are not saving money and have no pre-existing savings

Editions:

CROSS-BORDER PAYMENTS FOR DIGITAL-NATIVE COMPANIES: MANAGING INNOVATION TO ACCELERATE GROWTH

Cross-border Payments

Inside The December 2022 Report

INNOVATION: Features that enable multicurrency pricing for goods and services can bolster scalable growth
BANKING: International growth requires banking solutions that offer frictionless, efficient payment management tools
REGIONAL TARGETING: Cross-border growth strategies should be tailored to match each region and commercial audience

Editions:

A GUIDE FOR ENTREPRENEURS AND DIGITAL BUSINESSES

Cross Border Commerce

Inside The December 2022 Report

23%: Share of small businesses that find their current cross-border payment solutions very or extremely satisfactory
38%: Portion of SMBs that reported an increase in cross-border payments sent or received between 2020 and 2021
83%: Share of Brazilian freelancers who have started offering or plan to offer services to new countries

Editions:

February 2023 | January 2023 | September 2022 | August 2022 | June 2022

ACCOUNTS PAYABLE AUTOMATION: TRANSPORTATION COMPANIES INNOVATE TO DRIVE GROWTH

Accounts Payable

Inside The December 2022 Report

55%: Share of transportation companies that see innovating AP platforms as an important goal
51%: Portion of transportation companies highly satisfied with their AP platforms
61%: Share of transportation companies with automated AP processes that are highly satisfied with those platforms

Editions:

October 2022 | August 2022 | May 2022

MAIN STREET HEALTH Q4 2022: SMBS BRACE FOR A RECESSION

SMBs

Inside The December 2022 Report

11%: Portion of SMBs that lowered costs to combat inflation’s effects
55%: Share of SMBs selling mainly online that expect 2022 revenues to increase
38%: Portion of professional services firms that say they are concerned about the uncertain economic landscape

GLOBAL RISK MANAGEMENT: AN INNOVATOR'S GUIDE

Banking

Inside The December 2022 Report

Capture: Create or access a system to monitor all transaction data for noncompliance risks
Analyze: Create or access a tool that monitors for potential noncompliance issues
Distribute: Ensure that compliance-related insights inform payments strategy decisions

Editions:

April 2023 | March 2023 | February 2023 | October 2022 | June 2022

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