Why Speed Alone Isn’t Enough in Payouts

“The Preference Match Imperative: Aligning Payout Delivery With Recipient Expectations,” a PYMNTS Intelligence and Ingo Payments collaboration, examines a simple yet increasingly important issue in modern disbursements: whether people receive funds the way they want.

Using the Preference Match Rate, or PMR, the report measures how often recipients get payouts through their preferred method and shows that this alignment has become a major driver of satisfaction. The findings suggest that payout performance is no longer defined solely by speed. Choice matters, and in many cases, it matters just as much as timing. Recipients who consistently receive funds through their preferred method are significantly more likely to report a positive experience, making PMR a useful lens for understanding where payout systems meet expectations and where they still fall short.

The report also shows that the gap between preferences and reality is uneven. Some of the biggest mismatches appear in the payout categories with the highest urgency, including payroll and borrowing. Six in 10 transactional payroll recipients say they have never received payment in the way they prefer, while three-quarters of borrowing recipients report a zero preference match rate. Younger consumers face added friction. Among Gen Z, 44% say they never receive payouts through their preferred method.

The data further shows that slower payout experiences often come with fewer choices. When payouts take three days or more, nearly half of recipients say they have never received funds in their preferred way. At the same time, instant delivery environments tend to support better alignment, suggesting that faster systems can also create greater flexibility for recipients. Overall, the report makes the case that organizations that treat PMR as a strategic measure, rather than just an operational detail, will be better positioned to improve satisfaction, reduce friction and build stronger recipient loyalty.

Download the Playbook The Preference Match Imperative: Aligning Payout Delivery With Recipient Expectations

In “The Preference Match Imperative: Aligning Payout Delivery With Recipient Expectations,” learn how:

Rising consumer expectations are reshaping payout performance. The report finds that Preference Match Rates have declined over the past six years, but says this reflects higher consumer expectations rather than weaker payout execution. Before 2020, 34% of recipients fell into the very high match group, compared with 17% today.

Payout urgency changes how recipients evaluate the experience. The more urgently consumers need funds, the more pronounced any mismatch between the preferred and actual delivery methods becomes. That helps explain why payroll and borrowing stand out as categories with especially low alignment.

Instant-capable payout environments can improve both flexibility and speed. The report finds that when instant delivery is available, alignment improves materially, with more than one in four recipients achieving very high alignment. This suggests that organizations offering faster payout options may also be better able to give recipients meaningful choice.

About the Playbook

“The Preference Match Imperative: Aligning Payout Delivery With Recipient Expectations” is based on insights from a survey of 4,835 U.S. adult consumers conducted from Oct. 31, 2025, to Dec. 30, 2025.

The analysis relies on 2,522 complete responses from consumers who received disbursements in the past 12 months to examine preference match rates, meaning the share of times that recipients received their payouts matched the method they preferred. Our sample contains 51% female respondents, the average age was 48 years and 45% have a household income of more than $100,000.

This research was independently designed, fielded, analyzed and written by PYMNTS Intelligence with real-world data collected through rigorous survey sampling methods. Research partners provided funding support but exercised no control over methodology, data collection, findings or conclusions.