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결제, ATM, 선불 : 결제 기술과 구매 경험의 조화

Payments, ATMs, and Prepaid: How Payments Align with Experience

리서치사 Mercator Advisory Group, Inc.
발행일 2018년 07월 상품 코드 661550
페이지 정보 영문 64 Pages
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US $ 2,950 ₩ 3,373,000 PDF by E-mail (Single User License)


결제, ATM, 선불 : 결제 기술과 구매 경험의 조화 Payments, ATMs, and Prepaid: How Payments Align with Experience
발행일 : 2018년 07월 페이지 정보 : 영문 64 Pages

미국 소비자를 대상으로 한 각종 구매 경로의 경험에 관한 조사('Customer Merchant Experience Survey') 결과를 기반으로 점포·온라인·복합 경로 소비자 결제 행동에 관한 선호도, 우려, 요구, 결제 방법 선택에서의 영향요인, 새로운 결제 기술, 고객의 지출 및 방문 빈도를 증가시키는 시장 기회의 분석 등을 정리하여 전해드립니다.

조사 하이라이트

  • 결제 선택(특히 현금 이용 여부) : 미국 소비자의 광범위한 우려
  • 소비자의 결제 방법 선택 : 점포 분류·보안 대책·온라인에서의 간단한 이용별
  • 새로운 결제 기술에 의한 소비자와 점포의 관여 방법 변화
    • 오픈 모바일 지갑
    • 보이스 대화형 인터페이스
    • 인스턴트 파이낸싱
    • 인스토어 체크아웃
  • 선불 기프트카드·점포내 ATM : 점포에 고객의 지출 증가·방문 빈도 증가 기회를 제공

조사 항목

  • 결제 방법의 선호도·기술·행동
  • 선불 이용자의 행동·이용 점포·지출 증대
  • 점포내 ATM : 현금을 선호하는 고객 대응·지출 증대
  • 소비자의 결제 행동과의 조화 : 부문별

게재 기업

  • Affirm
  • Android Pay/Google Pay
  • Apple Pay
  • Klarna
  • MasterPass
  • Siri
  • PayPal
  • Samsung Pay
  • Starbucks
  • Uber
  • 기타
KSA 18.07.23

New survey explores the payments experiences that U.S. consumers value most when shopping.

Second report from Mercator Advisory Group's new Customer Merchant Experience Survey.

Mercator Advisory Group's latest Primary Data report, ‘Payments, ATMs, and Prepaid: How Payments Align with Experience ’, is based on the company's new consumer survey, the Customer Merchant Experience Survey. The online survey of 3,002 U.S. adult consumers, which was conducted in February 2018, explores consumers' merchant experiences as they shop in-store, online, and via mixed channels. The survey was designed with the goal of defining and highlighting consumer expectations for optimal experiences with merchants.

This second report builds on the overall experiential analysis of the first and puts shopper's payments experiences into the broader context of what consumers value most in their merchant interactions.

Ken Paterson, VP, Special Projects, Mercator Advisory Group, the author of this report comments: “In our first report, we defined consumer expectations for optimal experiences with merchants. Within this context, this new analysis explores five broad drivers of shopper experience related to payments: payments choice, ability to use cash, payments security, transaction speed, and availability of gift cards/digital cards.”

This report is has 64 pages (in slide format) with 34 exhibits.

Companies and product brands mentioned are: Affirm, Android Pay/Google Pay, Apple Pay, Klarna, MasterPass, Siri, PayPal, Samsung Pay, Starbucks, Uber and other major retailer brands.

One of the exhibits included in this report:

Among the findings highlighted in this survey report:

  • Payment choice and specifically the ability to use cash in-store are of broad concern for customers in the U.S.
  • Consumers choose specific payment methods by merchant vertical, perceived security, and ease of use online.
  • New payment technologies are changing the ways in which customers transact with merchants, including open mobile wallets, voice-activated conversational interfaces, and instant financing at online or in-store checkout.
  • Both prepaid gift cards and in-store ATMs offer opportunities to merchants beyond any fee revenues; they encourage some shoppers to spend more in-store or to visit more often.

Topics explored in this report include:

  • Payment preferences, technologies, and behaviors
  • Prepaid buyer behavior, merchant channels, and incremental spending
  • In-store ATMs: addressing cash preferences of customers and incremental spending
  • Payments behavior alignment with Mercator's Shopper Segments
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