Payments have changed. Customer expectations have changed with them.
How people pay in the UK has changed dramatically in recent years. While cash still matters for a small number of shoppers, cards and mobile wallets are now the favoured payment method for everyday transactions. For this reason, it's critical that these electronic payments feel quick, effortless, and almost invisible.
But when payments don't work as they should, the experience becomes frustrating. A failed contactless tap, a slow card machine, or a lost connection can turn what should have been a simple interaction into a moment of stress or embarrassment for the customer — and a lost opportunity for the business.
Consumers today have very little patience for friction at the point of payment. Our research shows that checkout obstacles are disrupting an estimated £22.7bn worth of in-person retail purchases in the UK annually. With more options and features than ever before, the quality of the payment experience has moved beyond a technical detail into a key player in customer service.
£22.7bn
Estimated annual value of in-person card transactions impacted by payment issues in the UK.
“Behavioural science has long talked about the ‘pain of paying’ — the mental friction of parting with money — and Zeller’s findings absolutely fit that picture. Frictionless transactions don’t just speed things up — they reduce cognitive load and encourage repeat spending.”
Professor Stian Reimers
Professor of Psychology and Behavioural Science, City St George's, University of London
The Problem
When payments go wrong
Payment problems are far from rare. Over a third of UK adults experience payment issues when paying via card or mobile wallet at least once a month — and among younger consumers, the figure is even higher.
36%
of UK adults experience payment issues at least once a month
41%
of UK adults experience payment issues at least once a month
44%
of Gen Z report monthly payment friction
7 in 10
UK adults regularly encounter at least one common payment issue
“In a busy, high-volume store, reliability at the checkout is everything. Slow or unreliable systems create queues and can even drive customers away.”
Ercan Aksu
Founder, Original Bagel, London
Emotional Impact
More than a minor inconvenience
Payment issues are not minor frustrations. They can quickly turn into anxiety and embarrassment — feelings that are especially pronounced among younger adults.
78%
of UK adults feel embarrassed if their card is declined at checkout — rising to 82% among Millennials
63%
worry about holding others up when they have a payment issue, from 50% of Boomers to 72% of Gen Z
63%
admit to feeling a "split-second of panic" when something goes wrong at checkout
52%
feel stressed or anxious simply waiting for a payment to go through, even when nothing goes wrong
68%
fear being charged twice when asked to retry a payment
46%
feel embarrassed simply watching a payment fail for someone else, rising to more than half of Gen Z
“If a particular shop or way of paying is associated with stress, confusion, or embarrassment, we form negative associations and simply stop returning. That's where payment friction translates into lost loyalty. Bad payment experiences also make very shareable stories.”
Professor Stian Reimers
Professor of Psychology and Behavioural Science, City St George's, University of London
48%
of UK adults say they are unlikely to return to a business after a bad payment experience. For small businesses that rely on repeat custom, a poor moment at the till carries serious consequences.
Commercial Impact
The moment you lose them
For customers, paying should be the easy part. When it isn't, those final few seconds at the till can undo all the goodwill a business has worked hard to create.
43%
have abandoned a purchase because of card payment issues — rising to 63% among Gen Z
35%
are more likely to abandon their purchase after watching someone else encounter a payment problem
45%
say payment problems make a business feel outdated
42%
say a stressful payment experience negatively affects how they feel about the item they bought
49%
would tell friends and family about a negative payment experience — rising to 66% of Gen Z
30%
say a failed card payment makes a business seem untrustworthy
These experiences rarely stay private. Half of UK adults say they would tell friends and family about negative payment experiences. For small businesses that rely on word of mouth and local goodwill, a bad moment at the till carries real risk beyond the single lost transaction.
Regional Spotlight
London and the South-East: higher usage, lower tolerance
People living in London and the South-East are among the UK's most cashless consumers, making a slightly higher proportion of their in-person payments by card or mobile wallet than the UK average. They also encounter an above-average number of payment issues each year — leaving businesses in and around the capital risking disgruntled customers and lost footfall in an intensely competitive market.
Cards & mobile wallets used for in-person payments in London
75%
UK average is 72%
Experience payment issues at least once a month in London
37%
“Payments directly affect speed of service, table turnover, and the overall dining experience. Slow or unreliable terminals, complex bill-splitting, and unclear fees create friction at the point of payment and directly impact table turnover.”
Tuncay Acka
Co-Founder and General Manager, Schnitzel Heaven, London
Generation Differences
Speed vs. certainty: what each generation wants
Gen Z, Millennials, and Gen X all rank speed as the single most important feature of the payment experience. Boomers, by contrast, place far greater emphasis on reassurance and clear confirmation.
Gen Z
Ages 18–26
Speed is paramount — and patience is shortest. They are the most likely generation to abandon a purchase due to payment problems.
63%
have abandoned a purchase due to payment issues
Millennials
Ages 27–44
Most likely to feel embarrassed when a card is declined (82%) and to value a modern, attractive terminal improving their business perception.
31%
say a modern terminal improves their perception of a business
Gen X
Ages 45–65
Also prioritise speed but are less likely to share negative experiences on social media. Value broad payment method acceptance.
83%
would welcome an easy way to split a bill
Boomers
Ages 66+
Prioritise reassurance over speed. Far more likely to value a clear price on screen and visual confirmation the payment completed.
66%
value a clear screen showing the final price before payment
What good looks like
Speed, clarity, and control: what customers actually want.
Asked which features would make them more likely to return to — and recommend — a business, UK adults coalesce around three clear themes.
54%
want a fast transaction — the single biggest driver of return visits and recommendations
53%
want a clear screen showing the final price before they pay
46%
want visual confirmation that the payment has gone through successfully
39%
say an audible confirmation sound is an important reassurance
80%
would welcome a digital receipt sent immediately by text or email
75%
would like an easy way to split a bill, rising to 83% among Millennials
A good payment experience does not go unnoticed. Over four in ten UK adults (43%) say they tell friends and family about positive payment experiences — not far behind the 49% who share negative ones. The payment moment is genuinely two-sided.
“Good design is a big part of our brand, and Zeller’s terminals reflect that. Combined with the flexibility to take payments in different ways and customise screens and receipts, it fits effortlessly into how we work.”
Djihan Chagas
Co-founder, Ferro Velho
“The smoother and less noticeable the payment process, the more willing people are to spend — and the more likely they are to come back.”
Professor Stian Reimers
Professor of Psychology and Behavioural Science, City St George's, University of London
Terminal Design
The hardware matters more than you think
Nearly half of UK adults feel awkward when it is not immediately clear how to use a card machine — including where to tap. An unintuitive terminal doesn't just slow down checkout, it can heighten the anxiety many customers already feel at the payment moment.
49%
feel awkward when it's not clear how to use a card machine or where to tap
~1 in 3
feel confused when asked to enter their PIN, rising to nearly half of Gen Z
43%
share positive payment experiences — nearly as many as those who share negative ones
Younger consumers are more attuned to the look and feel of the payment experience, with Millennials most likely to say that a modern, attractive terminal improves their perception of a business (31%). The payment terminal is one of the last touchpoints customers have with your business — treating it as part of the brand experience matters.
Action Plan
Seven ways to get payment right
The payment moment is a critical part of the purchasing journey. Getting it right doesn't just reduce customer stress — it helps protect repeat business and brand reputation.
01
Prioritise speed and reliability above everything else
want a fast transaction — the single biggest driver of return visits and recommendations
Zeller Terminal connects via Wi-Fi, SIM, and Ethernet — and supports over 1,000 transactions on a single charge
02
Make the screen work for the customer
More than half of UK adults want to see a clear final price before they pay. Terminals should display large, clear pricing and provide simple visual and audible confirmation showing where to tap and when payment is complete.
Zeller Terminal features a 6.5-inch HD touchscreen and a distinctive confirmation sound — and exceeds accessibility standards for contrast and text legibility
03
Offer choice in how customers pay
Being able to use a preferred payment method is a key driver of return visits. Businesses should ensure their provider supports a wide range of options: tap, chip and PIN, digital wallets, and more.
Zeller Terminal accepts Visa, Mastercard, and American Express right out of the box
04
Enable morder convenience features
Digital receipts and easy bill-splitting are widely welcomed by customers. Offering them helps modernise the checkout experience and signals that a business is keeping pace with customer expectations.
Send receipts via email, SMS, or QR code, split bills by item or customer, and enable tipping prompts with Zeller Terminal
05
Reduce friction with portability
Around eight in ten adults see value in being able to pay anywhere, not just at a fixed counter. Portable card machines help businesses serve customers faster and take payment wherever it suits the moment.
Wi-Fi or SIM connectivity and all-day battery life make Zeller Terminal a true mobile point of sale
06
Zeller provides 24/7 support via phone, email, and SMS
Staff should be able to learn the payment system quickly and use it with confidence. Choose a terminal with a clear, intuitive interface, and ensure your provider offers responsive customer support when needed.
Zeller Terminal connects via Wi-Fi, SIM, and Ethernet — and supports over 1,000 transactions on a single charge
07
Treat the payment terminal as part of the brand experience
The payment terminal is one of the last touchpoints customers have with your business. Treating it as part of the brand experience — rather than just a functional tool — reinforces the impression you want to leave.
Customise receipts and screensavers with Zeller Terminal, turning the display into a branded touchpoint
More than just a card machine
Zeller Terminal is part of a new generation of payment devices designed to do more. Integrated with Zeller's broader financial ecosystem — including a POS system, business accounts, debit and corporate cards, and a mobile app — it gives businesses real-time visibility over sales and cash flow, along with fast access to funds.
About this research
Conducted in February 2026 via an online survey of 1,000 UK respondents aged 18 and over. Sample quotas for age, gender and region were set in line with nationally representative population statistics. Data was collected and collated by Potentia Insight and analysed by Foresight Factory. Generational definitions: Gen Z 18–26, Millennials 27–44, Gen X 45–65, Baby Boomers 66+.
About Zeller
Zeller is reimagining business banking for global businesses. Formed in 2020 and headquartered in Melbourne, Australia, Zeller supports over 100,000 businesses globally with an all-in-one financial solution connecting payments, invoicing, business accounts, cards, and more.
About Foresight Factory
Foresight Factory is a strategic foresight consultancy that helps companies understand what's changing, and what to do next. They draw on proprietary research, advanced analytics, and strategic insight to support long-term planning and decision-making.