The delivery of receipts via digital channels—email, text, or mobile app—has picked up considerably in recent years.
Boston, August 31, 2021 — While the COVID-19 pandemic generated a concerted shift of activity to card-not-present transactions, even before that, financial institutions and merchants alike recognized that their customer base is increasingly digital-first. Many merchants have invested in enabling digital receipts, providing an opportunity to connect with customers. Digital receipts are about much more than electronic delivery of a transaction record; they also provide the path to further engagement. However, customer adoption of digital receipts has thus far not been what many merchants hoped for. Logistical, awareness, and even regulatory obstacles present challenges.
“Digital receipts are seeing increasing interest among many card-present merchants,” says Aite-Novarica Group Head of Risk Insights and Advisory Julie Conroy. “Not only do they enable customer convenience, but they can also be a key mechanism to help eliminate the anonymity associated with card-present transactions and can create many additional paths for client engagement and customer service,” she explains.
This Impact Report explores the current state of digital receipts and identifies opportunities to enable further ubiquity and customer engagement. To inform this research, Aite Group interviewed 32 large German, U.K., and U.S. merchants from the retail, petrol/convenience, grocery, pharmacy, and QSR verticals in February and March 2021. The research also leverages data from a survey of 3,061 German, U.K., and U.S. consumers in February and March 2021.
To request a press copy of this report or to speak with Julie Conroy about this topic, please contact us at [email protected].
About Aite-Novarica Group:
Aite-Novarica Group is an advisory firm providing mission-critical insights on technology, regulations, strategy, and operations to hundreds of banks, insurers, payments providers, and investment firms—as well as the technology and service providers that support them. Comprising former senior technology, strategy, and operations executives as well as experienced researchers and consultants, our experts provide actionable advice to our client base, leveraging deep insights developed via our extensive network of clients and other industry contacts. Visit us on the web and connect with us on Twitter and LinkedIn.
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