The cost of friction: What 1,500 merchants told us about payments in 2026
A recent survey of 1,500 merchants reveals shifting payment expectations that are influencing merchant loyalty. As merchants face challenges in meeting these expectations, platforms are urged to adapt in order to reduce friction in the payment process.
With the growing demand for seamless transactions, merchants are increasingly scrutinizing the efficiency and performance of their payment systems. Understanding these trends is crucial for payment service providers (PSPs) that aim to remain competitive as they develop solutions that meet merchants' evolving needs.
Key takeaways
- ▸1,500 merchants provided insights into evolving payment expectations.
- ▸Merchant loyalty is shifting due to changing demands in payment processes.
- ▸Platforms must find ways to minimize friction to retain merchant satisfaction.
Why this matters
This insights point to an urgent need for payment service providers to innovate and adapt their offerings. As frictionless payment experiences become a priority, those who fail to meet these expectations may see a decline in merchant loyalty, potentially ceding market share to competitors who provide more seamless solutions.
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