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

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DELIVERING ON RESTAURANT REWARDS - NOVEMBER 2020
Restaurant innovation

Inside The November 2020 Report

  • 43%: Share of restaurant customers who use loyalty and rewards programs
  • 39%: Portion of restaurant customers who say rewards programs would boost their spending
  • 77%: Share of restaurant customers who want to access restaurant rewards via mobile apps

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MOBILE BANKING APP
Authentication

Inside The November 2020 Report

  • 37.6 percent: Share of consumers depositing checks who are more likely to do so via app than before the pandemic
  • 68.2 percent: Portion of banking app users who want transaction-specific authentication because of its added security
  • 42.4 percent: Share of non-banking app users who cite dissatisfaction with those apps’ UX as a reason they do not use them

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DISBURSEMENTS SATISFACTION PLAYBOOK: WHO PAYS, WHO COLLECTS AND WHAT PAYMENT METHODS ARE USED
Disbursements

Inside The November 2020 Report

  • 51.7%: Share of income and earnings-related disbursements sent to microbusinesses via legacy payment methods
  • 58.4%: Portion of consumers who say they receive non-government disbursements via traditional payment methods
  • 15.6%: Share of millennials who have received at least one instant disbursement within the past year

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BEYOND THE CARD: TOWARD THE CARDLESS AND CONTACTLESS FUTURE
Payments Innovation

Inside The November 2020 Report

  • 56 percent: Share of consumers who say their merchants have added or improved curbside pickup since the pandemic began
  • 88 percent: Portion of POS terminals around the globe that are expected to be NFC-capable by 2024
  • 35 percent: Share of in-store transactions in the UAE that are conducted using contactless cards

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

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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

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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

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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

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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

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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.

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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 REPORT: MONETIZING PAYOUT CHOICE
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

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CREDIT UNION INNOVATION PLAYBOOK: CARD TRENDS EDITION
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

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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

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SUBSCRIPTION COMMERCE CONVERSION INDEX - JULY 2020
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

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CREDIT UNION INNOVATION PLAYBOOK: MICROBUSINESS OPPORTUNITY EDITION
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

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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

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