Research and Statistics

Infographic: Hiccups at register slow mobile pay adoption


Mobile payment usage is actually down compared to this time in 2016, new research shows

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New research shows mobile payment usage is actually down compared to 2016, and it appears glitches at the register are at least partly to blame.

Auriemma Consulting Group surveyed U.S. consumers who have both a mobile pay-compatible device and a credit card, and found that more than a third (37 percent) have encountered a problem when attempting to use mobile pay at a store register.

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The biggest stumbling block was store personnel who were unfamiliar with the mobile pay process, reported by more than half of the respondents (55 percent). The point-of-sale terminal itself also contributed to hiccups, with 46 percent of affected consumers saying they had a transaction not go through and 35 percent reporting a terminal simply took too long.

Forty-two percent of consumers who experienced a problem said they received a card error screen, which could be related to the functionality of the terminal or to the card linked to the consumer’s mobile pay app. In a smaller number of cases, the transaction processed incorrectly (17 percent) or the consumer experienced an issue specific to their device (14 percent).

Auriemma Consulting Group is a management consulting firm specializing in payments and lending. Its online survey was conducted in July and August 2017 among 1,505 mobile pay-eligible consumers, with results released Oct. 25, 2017.

Hiccups at register slow mobile pay adoption

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