the payment generation gap - kalixa

Payment Generation GapeCommerce Expo, 3rd October 2013

Ed Chandler, CEO Kalixa Group

“Unexpected Item In Bagging Area” – came up as one British shoppers biggest frustration

4

“I prefer not to buy anything. I shop at Asda for food, once in a while I get shoes from George there. The section, not the bloke”

5

Research Overview

• In September 2013, Kalixa commissioned a survey of 2,126 UK adults

• Aim of research was to understand the different payment methods used and preferences by different generations and income types

• This information could then be used to help deliver an age-specific check-out experience to turn browsers into buyers

6

Top-Level Findings

Traditional shopping methods still winning the hearts, minds and wallets of British consumers

• The most popular place to shop and pay across all generations continues to be in store and at the till

• The most common way to pay is with debit card, across all age demographics, although lower net worth customers are more likely to pay with cash

• The biggest frustration when shopping and paying is the length of queues and the time it takes to pay

7

Question 1: How do people prefer to shop?

8

Question 2: How does urgency affect channel choice?

9

Question 3: Which way to pay is the most secure?

10

Question 4: Which channel would you use to buy particular items?

11

Question 5: What is your biggestFrustration?

12

Question 6: Would loyalty benefits make you more likely to use a mobile phone to pay?

13

Question 7: What is your regularPayment type?

14

Question 8: What will be commonplace by 2020?

15

Recommendations and conclusions

1. Make queue busting a priority through swift and simple transaction

2. Customers value face time with retailers and retailers should value this too

3. Understand and address security concerns

16

Download the fullwhitepaper at www.kalixa.com/home/download

Visit: www.kalixa.comEmail: contact@kalixa.com