Chapter 6: Payment performance
Customers will abandon a purchase if payment takes too long
Strong payment performance is driven by three key elements. First, the reliability of your platform; second, the speed at which payments are processed; and third, the ability to authorize as many valid payment requests as possible. Together, these elements form the foundation of operational excellence. Staying on top of these crucial KPIs will ensure you can hold your payment provider accountable.
Finding 01
Retailers need uninterrupted uptime
Whether it’s a technical outage in the system or a connectivity issue with your terminal, any moment of downtime can result in a lost sale. That’s why it’s crucial that you can rely on your payment provider to maintain a consistent service, especially during peak sales periods.
Finding 02
Fast payments matter but are offline retailers dropping the ball?
Payment speed is critical for securing conversions, yet many businesses lack confidence in their transaction processing. Tellingly, most only track speeds for online checkouts, even though offline retailers are often the least confident in their performance. This points to a potential blind spot for in-person payments.
Finding 03
Payments performance drives operational excellence
As retailers face growing competition, a strong payment infrastructure is emerging as a key differentiator. It's encouraging that most businesses are seeing clear improvements in their payment systems, especially in areas that directly impact customer satisfaction and overall agility.
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