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Security vs. convenience in the payment experience: What matters most to online shoppers?

We surveyed 4,000 customers across the UK, France, Germany and Spain about their attitudes to security and convenience when shopping online.

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Under Strong Customer Authentication (SCA) businesses taking payments in Europe are facing 1 in 5 payments being lost.

For many online businesses, SCA requires implementing specific additional security measures during online purchases.

But to what extent will consumers embrace these changes or reject them in the form of abandoning a transaction? In short, what matters the most to customers, security or convenience?

We surveyed 4,000 customers across the UK, France, Germany and Spain about their attitudes to security and convenience when shopping online.

Download the full survey results and get answers to:

  • Do shoppers prioritise security or convenience?

  • Would they shop less at brands that have complex security processes?

  • How do they feel about certain methods of authorisation?

  • Have they ever abandoned purchases with lengthy security procedures before?

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Seen 'GoCardless Ltd' on your bank statement? Learn more

GoCardless Ltd., Sutton Yard, 65 Goswell Road, London, EC1V 7EN, United Kingdom

GoCardless (company registration number 07495895) is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017, registration number 597190, for the provision of payment services. GoCardless SAS (23-25 Avenue Mac-Mahon, Paris, 75017, France), an affiliate of GoCardless Ltd (company registration number 834 422 180, R.C.S. PARIS), is authorised by the ACPR (French Prudential Supervision and Resolution Authority), Bank Code (CIB) 17118, for the provision of payment services.