More than a third of consumers (38%) are avoiding contactless payment methods because they do not know enough about the technology and are worried about security. These were among the key findings of a survey conducted by Vista Retail Support, with clear lessons for the hospitality sector.
Which card to use?
The poll also shows how a further 24% do not use the technology because they do not know which of their cards are enabled for contactless payments, or because nobody has ever demonstrated how to use it.
Use not encouraged
Furthermore, retailers may have to spend more time convincing consumers to buy into the technology, as three quarters (75%) of respondents said they have never received any encouragement from staff to use contactless payments in shops or fast food restaurants.
Lack of confidence and understanding
“The results clearly demonstrate that there is a lack of confidence and understanding about contactless payment technology,” said Richard Cottrell, sales and marketing director for Vista Retail Support. “Shoppers need much more information about these payment methods and more encouragement to use them.”
Other technologies now well-established
The survey also shows that other retail technologies are now well-established, with 73% saying they use self-scan payment kiosks and 61% using click-and-collect shopping. Furthermore, over half of those polled (57%) said they use in-store Wi-Fi and mobile apps (53%).
When it comes to what consumers like about automated payment solutions, 94% stated that speed was the biggest benefit, while one in eight (13%) said they favour them because they can avoid having to talk to a cashier.
Cottrell added: “While consumers are increasingly at ease with other new payment technologies there is still a barrier to overcome in the use of contactless cards, both in their provision and in how and when to use them. Consumers need to feel comfortable with the technology and the benefits it will bring in reducing queues and hassle when making relatively small purchases.”
When considering the future of the cashless society, only 18% of those polled thought British retail would be cash-free within the next ten years. There was even substantial support (27%) for the view that Britain would never be cashless in retail.
About Vista Support
Vista Supportis a leading independent IT services company, supporting customers in the UK, Europe and North America. The company is recognised for its ability to provide a dedicated IT support and maintenance service to the retail, hospitality and quick service restaurant (QSR) markets. Vista’s unrivalled knowledge of the retail sector and experience of the challenges presented by EPOS and other in-store technologies guarantees a superior service which ensures that customers sustain the value of their IT investment and maintain maximum equipment availability and performance at all times.
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