2019 Expectations & Experiences: Consumer Payments

The Changing Ways People Pay 

People are becoming increasingly comfortable with different ways to pay. Whether it’s older generations embracing digital channels or more people saying they see digital wallets as secure, it is clear consumer perceptions are evolving.

Expectations & Experiences: Consumer Payments, the latest consumer trends research report from Fiserv, highlights how people choose to pay bills, other people, and for goods and services.

Online payment activities are on the rise

Several types of online transactions show modest increases over last year, including automatic/recurring payments. Boomers and seniors often show the largest increases, though still trailing younger generations overall.

Survey question to all qualified respondents: In the past 30 days, approximately how many times have you or your household used the following banking services? Selected behaviors displayed showing significant increases over prior year.

More consumers see digital channels as secure 

Need for a physical paper trail is diminishing

The proportion of consumers not paying any bills via online or mobile has declined significantly, particularly among older consumers.

Survey question: In the past 30 days, approximately how many times have you or your household used the following?

Familiarity and confidence in the security of P2P are keys to attracting users

Users like the convenience of P2P, while nonusers say lack of knowledge about security, among other reasons, keep them from using the service.

Survey question to those who use P2P services: For which of the following reasons, if any, do you use a financial organization's online or mobile person-to-person payment service to send money to, or receive payments from, people for any reason in the past year? Select all that apply.

Highlights of the key findings are available for download. 


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About Expectations & Experiences

Conducted by The Harris Poll on behalf of Fiserv, Expectations & Experiences is one of the longest running surveys of its kind and builds on years of longitudinal consumer survey data. The survey provides insight into people's financial attitudes and needs, enabling organizations to design and drive adoption of services that improve consumer financial health, loyalty and satisfaction.

Awareness Enhances The Payments Experience

Expectations & Experiences: Consumer Payments highlights consumers' use of different payment methods and reveals their perceptions of payments technology and barriers to adoption.