Studies Archive

HOW AI AND BIOMETRICS ARE TRANSFORMING GLOBAL RISK MANAGEMENT

Commerce

Inside The September 2022 Report

SAFETY IN INTEGRATION: Solutions that provide integrated security management can fuel rapid global growth for SMBs.
RISKY BUSINESS: SMBs can overcome the security risks of international growth with a modern payments strategy.
AVOID OVERSIMPLIFICATION: Sophisticated security analysis is particularly challenging for growing businesses without AI and biometrics.

Editions:

February 2023 | January 2023 | December 2022 | August 2022 | June 2022

AT THE CHECKOUT: DEAL-CHASERS VERSUS LOYAL CUSTOMERS

Checkout Conversion

Inside The September 2022 Report

76%: Share of loyal customers who feel a satisfying checkout experience influences their decision to buy again
44%: Share of deal chasers who used an online marketplace for their most recent transaction
$393: Average spend by loyal customers for their most recent online purchase

Editions:

September 2022 | November 2021 | October 2021

NAVIGATING THE NEW ECOMMERCE LANDSCAPE: MODERNIZING PAYMENTS FOR MARKETPLACES, GAMING, THE METAVERSE AND BEYOND

ECommerce

Inside The September 2022 Report

Digital Agility: Businesses need agile consumer payment tools to stay competitive in the metaverse
Virtually Necessary: The new eCommerce landscape requires seamless payments in every virtual environment
Microtransactions: Access to a powerful banking infrastructure is key to adapting payments strategies to the metaverse

Editions:

2022 GLOBAL DIGITAL SHOPPING INDEX: UAE EDITION

Shopping

Inside The September 2022 Report

59%: Share of in-store shoppers in the UAE who used smartphones to enable their last purchase
21%: Portion of UAE shoppers who always or often buy additional items when picking up orders in-store
56%: Share of UAE merchants that provide mobile order-ahead options

NEW REALITY CHECK: THE PAYCHECK-TO-PAYCHECK REPORT: THE INFLATION EDITION

Consumer Finance

Inside The September 2022 Report

28%: Share of consumers earning more than $200,000 who live paycheck to paycheck
59%: Share of paycheck-to-paycheck consumers with issues paying their monthly bills that noted significant rises in prices for utilities in the past 12 months
48%: Share of consumers living paycheck to paycheck with issues paying bills who pay for health insurance

Editions:

DISPUTE-PREVENTION SOLUTIONS: SMALL FIRMS DEMONSTRATE THE POWER OF THIRD-PARTY TOOLS

Fraud Prevention

Inside The September 2022 Report

0.51%: Portion of annual revenue lost to disputed card transactions by businesses with more than $1 billion in sales
74%: Portion of businesses with $500 million to $1 billion in annual sales that adopted third-party dispute-resolution tools to reduce disputed card transactions’ impact on their operations
21%: Share of businesses with annual revenues of $20 million to $100 million that believe their dispute-management tools are very or extremely effective

Editions:

August 2022 | July 2022 | May 2022

THE FINANCIAL PERFORMANCE QUANDARY: LEVERAGING AUTOMATION TO BETTER MANAGE NON-PAYROLL SPENDING

Accounts Payable

Inside The September 2022 Report

19%: Share of firms that cite delayed submission of expense reports as a challenge when managing non-payroll spending
22%: Portion of SaaS firms that cite manual processing as an issue when managing and processing non-payroll spending
37%: Share of SaaS firms with 100-500 employees that are very or extremely interested in using an automated system to manage non-payroll spending

Editions:

November 2022 | November 2022 | November 2022 | October 2022

HOW THE WORLD DOES DIGITAL: THE IMPACT OF PAYMENTS ON DIGITAL TRANSFORMATION

Connected Economy

Inside The September 2022 Report

16%: How much the average consumer’s use of airfare apps and websites increased quarter over quarter
9% : How much more consumers across all 11 countries used digital wallets to make in-store purchases in Q2 than in Q1
8.2% : The quarter-over-quarter acceleration of Brazil’s digital transformation

Editions:

May 2023 | December 2022

THE 2022 RESTAURANT DIGITAL DIVIDE: FOOD AGGREGATORS FIND THEIR FOOTING IN Q2

Restaurant innovation

Inside The September 2022 Report

91%: Share of meals consumers purchase for delivery through food aggregators
47%: Share of aggregator users who used digital tools during their last restaurant visit
49%: Share of aggregator users who believe technology leads to an improved customer experience

Editions:

December 2022 | November 2022 | October 2022

DIGITAL PAYMENTS FLIP THE SCRIPT: 10 MERCHANTS AND 10 VISIONS FOR DIGITAL TRANSFORMATION

Merchant Innovation

Inside The September 2022 Report

Walgreens Taps Digital Payments and Data to Reinvent the Customer Journey: Stefanie Kruse, vice president of digital commerce and omnichannel at Walgreens Boots Alliance (WBA), talk about how catering to the new pharmacy consumer is complicated — and crucial.
Crypto Payments Take Travel in New Directions: Travala Co-founder and CEO Juan Otero speaks to PYMNTS about how the pandemic cost the crypto-based travel platform 90% of its booking revenue when it first hit.
ePayments Ease Healthcare Pains: Truepill Co-founder and CEO Sid Viswanathan explains how telehealth was hardly a blip before the pandemic arrived. Now, it’s a large industry segment that is evolving to become an expected element of care.

Editions:

December 2023 | April 2022

DISBURSEMENTS SATISFACTION

Disbursements

Inside The September 2022 Report

67%: Share of consumers who would be encouraged to keep doing business with senders who offered instant disbursements
38%: Portion of consumers who would be willing to trade personal information for access to instant disbursements
68%: Share of disbursements for which consumers were able to choose method of receipt

Editions:

SUBSCRIPTION COMMERCE CONVERSION: THE CHALLENGE OF CHEATERS

Subscription Commerce

Inside The September 2022 Report

19%: Rise in number of consumers with no subscriptions at all since May 2022
78%: Share of consumers that use at least one subscription service
36%: Portion of consumers who do not pay for their latest subscription

Editions:

THE STATE OF FRAUD AND FINANCIAL CRIME IN THE U.S.

Security & Fraud

Inside The September 2022 Report

25%: Share of FIs with $500 billion or more in assets that perceive fraud’s new sophistication as a barrier to data security
$120M: Average cost of digital payments misuse for FIs last year
95%: Portion of AML executives who highly prioritize innovative solutions for fraud-fighting

Editions:

May 2022 | April 2022 | March 2022 | December 2021 | April 2021

HOW SPEED IS CHANGING THE MIX OF BUSINESS PAYMENTS

B2B Payments

Inside The September 2022 Report

16%: Share of B2B payments for which firms use real-time payments technology
19%: Portion of payments sent in real time among firms using the technology
13%: Share of payments sent by wire transfer among firms using real-time payments

Editions:

HOW CONSUMERS USE DIGITAL BANKS

Consumer Finance

Inside The September 2022 Report

36%: Share of consumers highly interested in using a digital bank in the next year
47%: Share of consumers that say they are hesitant to switch to a digital bank
90%: Share of baby boomers who say they will not consider switching to a digital bank

INFLATION SLOWLY EBBS, BUT CONSUMER OUTLOOK REMAINS GLOOMY

Consumer Finance

Inside The September 2022 Report

64%: Portion of consumers who say they expect grocery prices to increase in the next year
79%: Share of consumers who say their financial situation is worse today than a year ago
62%: Portion of consumers who believe there will be a recession in the coming years

Editions:

MEETING THE DEMAND FOR CROSS-BORDER HIRING: INNOVATING INTERNATIONAL WORKFORCE PAYMENT AND MANAGEMENT

Payroll

Inside The September 2022 Report

27%: Portion of firms that spend less than 25% of payroll on international workers that are very or extremely interested in innovating cross-border payment methods
40%: Share of firms that cited cybersecurity as a challenge when managing cross-border workers
46%: Portion of firms slightly interested in innovation that plan to innovate cross-border payment eventually, but not in the next year

Editions:

November 2022 | August 2022 | May 2022

MAIN STREET HEALTH Q3 2022: SMBS BATTLE INFLATION

SMBs

Inside The September 2022 Report

25%: Share of predominantly online sellers that have increased their profit margins this year
73%: Share of retail businesses that say they have experienced price increases
46%: Share of SMBs surveyed that increased employees’ hourly rate or wages

BUILDING A BETTER ONLINE CHECKOUT EXPERIENCE: THE KEY FEATURES THAT MATTER TO CUSTOMERS

Checkout Conversion

Inside The September 2022 Report

27%: Portion of consumers who reported at least one transaction-related challenge during their most recent purchase at an online marketplace
19%: Share of shoppers who encountered payment-processing challenges during their most recent checkout at a social media marketplace
72%: Portion of customers who took advantage of the flexibility to use a preferred payment method during their most recent eCommerce checkout

Editions:

September 2022 | November 2021 | October 2021

CRYPTOCURRENCY AS A KEY TO MEMBER LOYALTY

Credit Unions

Inside The September 2022 Report

60%: Share of credit union executives who are interested in providing cryptocurrency services say they want their members to profit from investments in crypto
50%: Portion of credit union members who say they value product innovation, but not to such an extent to move their accounts to another financial institution
67%: Share of credit union members who say they want more payment options

Editions:

THE WORK-FROM-ANYWHERE SUMMER

Connected Economy

Inside The September 2022 Report

16%: Share of mid-income professionals who worked remotely from a café, restaurant or other location outside their homes every day
30%: Portion of low-income workers who checked in with the office after hours every day
14%: Share of high-income consumers who obtained travel information online every day

Editions:

THE EMERGING APAC OPPORTUNITY

Cross Border Commerce

Inside The August 2022 Report

14%: Average share of U.S., U.K. and Canadian firms’ revenue originating in APAC
70%: Share of U.S., U.K. and Canadian firms that expect their APAC sales to grow in the next three years
49%: Portion of U.S., U.K. and Canadian firms that utilize payment providers for their payments coverage

Editions:

December 2022 | October 2022

THE CONNECTED ECONOMY™: OMNICHANNEL HEALTHCARE TAKES CENTER STAGE

Connected Economy

Inside The August 2022 Report

4%: Portion of consumers who accessed healthcare online exclusively
38%: Share of millennials who accessed no healthcare services of any kind in July
32%: Portion of low-income consumers who did not access healthcare of any kind in July

Editions:

PAYING WITH CRYPTOCURRENCY: CAN CRYPTO AT CHECKOUT BECOME A PROFIT CENTER FOR MERCHANTS?

Cryptocurrency

Inside The August 2022 Report

21%: Share of bridge millennials that are extremely likely to purchase crypto in the next year
15%: Share of respondents that say they are motivated to buy crypto out of “fear of missing out”
48%: Share of consumers that say they want to invest in crypto to make money

Editions:

October 2022 | June 2022 | April 2022 | July 2021 | May 2021

NEW REALITY CHECK: THE PAYCHECK-TO-PAYCHECK REPORT: THE EMERGENCY SPENDING EDITION

Consumer Finance

Inside The August 2022 Report

30%: Share of consumers earning more than $200,000 who live paycheck to paycheck
42%: Share of consumers living paycheck to paycheck who paid more than $400 per each emergency expense
30%: Share of consumers who had to pay an emergency expense for car repairs

Editions:

CONSUMERS BUY IN TO FOOD BARGAINS

Consumer Finance

Inside The August 2022 Report

77%: Share of affluent customers who purchased fresh vegetables or meat in July
20%: Percentage of consumers who made online travel purchases in July
75%: Share of bridge millennials who made their travel purchases online, trailing all generations

Editions:

REDUCING B2B PAYMENTS FRICTION FOR SMBS

Accounts Payable

Inside The August 2022 Report

28%: Portion of SMBs citing cash flow visibility problems due to AP/AR processes
41%: Share of SMBs that encounter high costs when making B2B payments
35%: Portion of SMBs that use ACH as their main method for making payments

Editions:

August 2022 | June 2022 | April 2022

2022 GLOBAL DIGITAL SHOPPING PLAYBOOK: MEXICO EDITION

Shopping

Inside The August 2022 Report

72%: Portion of merchants in Mexico that offer in-store navigation apps
68%: Share of merchants in Mexico that provide real-time inventory status updates
66%: Portion of merchants in Mexico that offer BOPIS options

HOW CONSUMERS PERCEIVE SURCHARGE PROMPTS

Credit Cards

Inside The August 2022 Report

59%: Portion of consumers who have used a credit card at a retail store or restaurant in the past year
44%: Share of all credit card users who say they are very or extremely likely to switch merchants when surcharges are applied
14%: Portion of credit card transactions that involved a surcharge at a local retail store or restaurant

Editions:

June 2022 | May 2022 | February 2022

ACCOUNTS PAYABLE AUTOMATION: ONLINE MARKETPLACES AND THE CHALLENGE WITH HIGH VOLUME PAYOUTS

Accounts Payable

Inside The August 2022 Report

79%: Portion of online marketplace executives who say they expect innovation to speed up payables processing
22%: Portion of online marketplace executives who say insufficient communications undermine their relationships with vendors
70%: Share of online marketplace executives who say their relationships with vendors will improve as they innovate AP platforms

Editions:

December 2022 | October 2022 | May 2022

PRIME DAY 2022: INFLATION HITS, BUT AMAZON STILL WINS

Retail

Inside The August 2022 Report

4%: Share of subscribers enrolled in Walmart+ and Prime who only made purchases at Walmart+ Weekend
31%: Share of Prime Day shoppers who bought electronics
85%: Share of Walmart+ members who also subscribe to Prime

Editions:

March 2024 | October 2022 | July 2022 | July 2022 | April 2022

DISPUTE-PREVENTION SOLUTIONS: THE BOTTOM-LINE BENEFITS OF THIRD-PARTY SOLUTIONS

Fraud Prevention

Inside The August 2022 Report

45%: Portion of merchants that use proprietary dispute-resolution tools and rate them as very or extremely effective
23%: Share of merchants say they systematically underidentify fraudulent disputes for intentional purchases
83%: Portion of merchants solely relying upon third-party tools for managing cardholder disputes that keep lost revenue to between 0.1% and 0.5% of annual sales

Editions:

September 2022 | July 2022 | May 2022

BUNDLED BANKING PRODUCTS: HOW CREDIT CARDS SECURE CUSTOMER LOYALTY

Credit Cards

Inside The August 2022 Report

27%: Share of consumers without credit cards from their primary banks who are highly interested in receiving recommendations about the best payment methods for specific purchases
66%: Portion of consumers with more than five credit cards who say a bundled banking solution would be easier and more convenient to use than the alternative
32%: Portion of consumers who do not have credit cards with their primary banks who want to have all their spending accounts with one FI

Editions:

July 2022 | March 2022 | January 2022

2022 BUY BUTTON: ACCELERATING CHECKOUT OPTIMIZATION

ECommerce

Inside The August 2022 Report

73%: Share of all online merchants that offer at least one buy button option
FAST TRANSACTIONS: Completing online checkouts with a buy button takes 46% less time than when not using one.
30%: Share of online merchants that require customers using buy buttons to provide personal information

Editions:

February 2021 | February 2020 | July 2019

MEETING THE DEMAND FOR CROSS-BORDER HIRING: THE ROLE OF PRIVATE AGENCIES

Payroll

Inside The August 2022 Report

67%: Share of firms that faced payment challenges that tapped private agencies
71%: Share of companies that have operated for less than 10 years that have used a private agency to recruit international workers
64%: Share of firms that cited efficient job matching service as one reason they used private agencies when hiring internationally

Editions:

November 2022 | September 2022 | May 2022

THE AP/AR QUICK-START GUIDE: HOW ALL-IN-ONE PAYMENT PLATFORMS CAN TRANSFORM B2B TRANSACTIONS

Accounts Payable

Inside The August 2022 Report

81%: Share of SMBs that use an all-in-one payment platform because it saves time in receiving payments
58%: Share of SMBs with no or low interest in using an all-in-one platform because they think it would complicate making payments
44%: Share of SMBs that use an all-in-one payment platform because it simplifies payables tracking in making payments

Editions:

August 2022 | June 2022 | April 2022

MANAGING RISK BY ACCELERATING INNOVATION

Commerce

Inside The August 2022 Report

AUTOMATE TO INNOVATE: Automating core, repetitive can direct resources to where they are needed most — business development and innovation.
LET SOLUTIONS HANDLE IT: When payments-processing solutions handle domestic and multicurrency cross-border transactions, SMBs can focus on maintaining stellar customer experiences.
TO LAST, STAY ELASTIC: To thrive, SMBs must create elastic operations that can manage financial obligations at scale even when disruptions threaten to derail commercial plans.

Editions:

February 2023 | January 2023 | December 2022 | September 2022 | June 2022

PAYCHECK-TO-PAYCHECK CONSUMERS DIGITALLY DISENGAGE

Connected Economy

Inside The August 2022 Report

7M: How many fewer cash-strapped consumers bought airfare online in July than in April
16%: Two-month decrease in dating app usage among consumers who struggle to pay their bills
35%: Two-month decrease in the number of paycheck-to-paycheck consumers seeking caregivers

Editions:

DEVELOPING AN INFRASTRUCTURE RISK AND CONTROL STRATEGY: HOW TO PREPARE FOR BLACK SWAN EVENTS

Risk Management

Inside The August 2022 Report

Three common treasury risks include liquidity risk, currency risk and strategy risk.
Resilience is not just a strategy: It requires a set of tools and resources designed to manage unavoidable risk.
Choosing a single technology solution to manage digital channels and data inflows makes developing a long-term risk management strategy easier.

Editions:

2022 GLOBAL DIGITAL SHOPPING PLAYBOOK: U.K. EDITION

Shopping

Inside The August 2022 Report

34%: Portion of shoppers who used their smartphones during their most recent purchase across the countries we studied
19%: Increase in share of shoppers using smartphones in our six-country sample; U.K. shoppers held flat, bucking the trend
59%: Share of U.K. merchants offering mobile product finding

NEW REALITY CHECK: THE PAYCHECK-TO-PAYCHECK REPORT: THE CONSUMER SAVINGS EDITION

Consumer Finance

Inside The July 2022 Report

36%: Share of consumers annually earning $200,000 or more who lived paycheck to paycheck in June
70%: Average share of money paycheck-to-paycheck consumers keep in banks, digital wallets or cash
40%: Share of paycheck-to-paycheck consumers with issues paying their bills who have spent more than they earned in the past six months

Editions:

MOBILE WALLET ADOPTION: APPLE PAY @8: STILL THE BIG FISH IN A SMALL MOBILE WALLETS POND

Mobile Wallets

Inside The July 2022 Report

8%: Share of in-store checkouts made with mobile wallets
62%: Portion of mobile wallet purchases that groceries account for
4%: Share of in-store checkouts by Generation Z made with mobile wallets

CONSUMERS PULL BACK AND PREPARE FOR THE LONG HAUL

Consumer Finance

Inside The July 2022 Report

31%: Share of consumers who do not live paycheck to paycheck who say their finances have worsened over the past year
63%: Share of consumers who have concerns about affording basic necessities
49%: Share of consumers who say they have drawn from their savings to compensate for rising expenses

Editions:

THE CONNECTED ECONOMY™: PATIENTS PREFER PAYMENT CONSISTENCY

Connected Economy

Inside The July 2022 Report

33%: Share of consumers who use debit cards when making an in-person healthcare payment
26%: Share of consumers who use credit cards when making an in-person healthcare payment
11%: Share of consumers who use PayPal when making an in-person healthcare payment

Editions:

THE HEALTHCARE CONUNDRUM: THE IMPACT OF UNEXPECTED PATIENT COSTS ON CARE

Healthcare Financing

Inside The July 2022 Report

19%: Share of patients who spent more than they could afford on healthcare in the past year
32%: Share of high-income consumers who were very or extremely likely to switch healthcare providers for a better payments experience after paying out of pocket
74%: Share of unwell millennials who canceled an appointment because they received a high cost estimate

Editions:

October 2022 | April 2022 | March 2022

FINANCIAL INSTITUTIONS AND CUSTOMER LOYALTY: THE VALUE OF INVESTING IN YOUR COMMUNITY

Consumer Finance

Inside The July 2022 Report

42% of consumers who contributed to charity did business with their community’s service providers
20% of consumers who spend less than $1,000 on their credit cards each month without revolving a balance say they would switch their financial institution based upon its charitable support
57% of consumers who volunteer significant time to charity and donate more than $1,000 each year say they would switch their financial institution based on its charitable support

THE PITFALLS OF PAYMENT DIVERSIFICATION

Consumer Finance

Inside The July 2022 Report

16%: Share of Gen Zers that used Apple Pay when purchasing travel services
66%: Share of baby boomers that used credit cards when purchasing travel services
12%: Share of U.S. consumers who experienced a declined payment in June, a 2% increase from May

Editions:

THE NEW B2B AUTHENTICATION STANDARD: THE SHIFT TOWARD AUTOMATED DIGITAL IDENTITY VERIFICATION

Fraud Prevention

Inside The July 2022 Report

36%: Share of firms that use proactive and automated solutions and consider all methods to verify new business clients’ identities equally important.
15%: Share of organizations that say using search engines to verify a new business’s address is the most important verification method.
50%: Share of firms that implement automated solutions for digital identity verification and are satisfied with their current solutions

Editions:

June 2022 | February 2022

RESTAURANT READINESS

Restaurant innovation

Inside The July 2022 Report

53%: Share of U.S. restaurants that remain at least moderately dependent on digital channels
12%: Overall decrease in restaurant digital readiness in 2Q 2022 versus 3Q 2021
56%: Share of restaurant managers with metaverse interest whose motivation is to find new, younger customers

Editions:

SUPER APP SHIFT: HOW CONSUMERS WANT TO SAVE, SHOP AND SPEND IN THE CONNECTED ECONOMY

Consumer Finance

Inside The July 2022 Report

45%: Share of respondents very worried about being hacked when using a super app
41%: Share of consumers reporting they likely would increase their banking activities if they had access to a super app
50%: Share of respondents who say they use connected devices to make shopping more convenient

Editions:

August 2023 | October 2022 | October 2022

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