An NMI survey of 300 small business owners and 1,000 consumers in the US and UK highlights an interesting opportunity. Almost all of the small business owners surveyed (93%) said that they would consider using tap-to-mobile (including more than nine in ten of the current cash-only businesses). So there seems to be a reasonable demand for download point-of-sale apps. But what struck me as odd about this survey was that while 93% of the small business owners said that customers wanted contactless payments, more than a third (in the US) and one in ten (in the UK) do not offer the option.
When questioned as to why they don’t offer what customers obviously want, around half of the business owners say that they just haven’t gotten round to upgrading their POS and a third say that they do not see the need to offer them at all (presumably because they think that consumers will always have a payment card or cash on them as an alternative).
(As an aside, within the one quarter of small businesses that offer cash only, the main barrier to providing the enhanced customer experience were the payment card transaction fees.)
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The pandemic also conditioned consumers to enjoy—and expect—a breadth of payments options. “There’s actually some data to suggest that if a merchant isn’t offering their consumers a contactless payment experience, there are some consumers that just won’t shop there anymore. I’m actually one of those consumers myself,” admitted Roffey.
From Digital Wallets Are in Store for In-Store Shopping – PaymentsJournal:
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