How better payments improve customer satisfaction (and profits)


Taking payments should be the easiest thing in business.

You have customers lined up and ready to give you their money, it should be the simplest thing.


After all, why would you make it difficult for someone who wants to give you money to do so?


But some businesses do.


In fact, according to one retail report, 45% of customers have abandoned in-store purchases and 32% abandoned an online purchase because of payment difficulties.


Customers want the entire shopping experience to be hassle free and businesses that not only streamline the payment process will reap the rewards.


In this guide we’ll look at the way introducing better payments can improve customer satisfaction.

Phone payment being processed

Two people paying for eggs using their phone

Offering multiple payment methods satisfies more customers


The options that customers have today when it comes to paying for items almost rivals the variety of products they have to choose from.


Cash, Chip & PIN, contactless cards, eWallets and digital payments, Pay by Link, over the phone - there’s a lot to choose from.


As a business you should offer as many of the different payment methods available as you can. You’ll open yourself up to as large a customer base as possible and avoid losing customers because they can’t pay the way they want to.


Adding security improves customer confidence


Online security is always a big issue, especially when it comes to customers and trusting that you’ll keep their sensitive payment information secure.


Demonstrating your security credentials, whether it’s PCI DSS compliance, or SSL certificates on a website that accepts payments reassures customers their information is secure, reducing the chances of them walking away from a purchase.

Reducing the steps to payment


It’s not just the payment technology or platform you use that can improve the customer experience and increase the chances of a customer going through with a purchase.


One of the biggest problems with payments that customers experience is the amount of steps they have to go through in order to make a payment in the first place.


Ideally you should have an option that allows a customer to bypass the basket page and go straight to a payment - or at least have a process of no-more than two steps from any page to a payment page.


Creating smooth communication on payment status


Your job isn’t done as soon as a customer hits the pay button.


At this point you should communicate with them as quickly as possible about the status of their payments and where their orders are up to.


There’s nothing worse than making a payment on an item and then waiting around with no information as to whether the payment worked or where the order is now up to.

Person paying by phone using contactless

Phone payment taking place using biometric

Create better payment processes to increase the customer experience


The payment experience can make or break your customer experience.


As good as the experience has been up to the point of paying, it can quickly be ruined by a complicated payment process that leaves a customer confused or frustrated.


When it comes to payments, you need to make it as easy as possible.


Whether it’s having a card machine in-store to accept Chip & PIN, contactless card payments or newer digital payments like Apple Pay, accepting online payments or payments over the phone, you need to adapt the process around your customer.


By offering as many payment options as possible and creating a simple, secure environment for customers to quickly pay and move on, you can use payments as part of your customer service and increase profits.

Get money into your business quicker with faster payments


While you might not think waiting 3-5 business days is a long time for your business to get paid, it can seem an age to wait when you need to build a reliable cash flow.


With faster payments, you can get money into your business quicker and ensure your cash flow is working smoothly and efficiently to secure your business’ future.


And it’s never bad to get your money faster, right?


If you want to know more about the faster payments options offered by Handepay, get in touch

Financial disclaimer:

Terminal hire contracts are provided by Merchant Rentals Limited, who is authorised and regulated in the UK by the Financial Conduct Authority (FCA) for Consumer Hire under FRN 720500. Terminal hire can be for consumer hire and non-regulated hire contracts. Please check your contract carefully for details. Regulation of all consumer hire fall under the control of the FCA.

Handepay Ltd is authorised and regulated by the FCA for Consumer Credit under FRN 673564. Handepay is a credit broker for consumer hire not a lender.

Handepay acts as an introducer of card acquiring services on behalf of EVO Payments UK, the card acquiring service provider. EVO Payments UK is the trading name of EVO Payments UK Ltd, a payment institution that is authorised and regulated by the Financial Conduct Authority (FRN number 959332).

Existing Cards Businesses- The one-month rolling terminal hire contract from Merchant Rentals is only available to businesses that are switching from their current acquirer to EVO Payments UK arranged through Handepay.

New to Cards Businesses- The 12-month terminal hire contract from Merchant Rentals is only available to businesses that are new to card payments and wish to receive acquiring services from EVO Payments UK, arranged through Handepay.

The Next Day Banking Settlement service provided by EVO Payments UK incurs an additional fee of £4 a month on top of your acquiring service charges and fees. Provided your card machine performs a reconciliation before 12am (midnight), you’ll receive settlement of funds the next banking day.

Editorial disclaimer:

The information we provide does not constitute financial advice and might not apply to your business. Always carry out research into your business’ needs when choosing a new merchant services provider.

Sometimes, we link to other third-party websites to provide you with additional information. At the time of publication, we consider the information accurate, however, we do not have control over their content and are not responsible if any information on these websites change.

The products we display on our website are for illustrative purposes only - if your business requires additional facilities, you may receive a different model than advertised.

All of the information contained on this website, including fees, services and functionality, are correct at time of publishing. E&OE.