Access PaySuite: Industries Leading the Way in Payments
In today’s digital age, payment experiences have become a crucial element of customer satisfaction.
Businesses are required to provide secure, efficient and user-friendly payment solutions that complement their overall service offering or risk compromising customer trust.
A report by Access PaySuite examines payment performance across 16 sectors by analysing 160 businesses using TrustPilot reviews.
Discover the key findings and actionable recommendations for companies looking to enhance their payment systems below.
The payment experience index
Access PaySuite’s Payment Experience Index assessed customer satisfaction by comparing overall TrustPilot scores with those from reviews specifically mentioning payment issues.
By calculating a Trust Discrepancy Score for each sector, the report identifies where payment processes are well integrated and where significant gaps exist. The method provides valuable insights into how payment experiences affect brand loyalty and customer retention.
Leaders and laggards in payment experiences
The entertainment sector was among the top leaders for payment experience with a minimal Trust Discrepancy Score of just 0.8. This reflects the sector’s ability to embed seamless payment systems in subscription-based models.
Automated recurring billing and efficient payment management help streaming services and membership platforms to ensure that customer experience remains smooth throughout the process.
In contrast, the healthcare sector has a significant gap, with a Trust Discrepancy Score of 31.2.
The industry faces considerable challenges in delivering an optimal payment experience. This is often due to outdated or cumbersome payment processes that significantly detract from the overall experience.
Similarly, the gym and fitness industry struggles with a Trust Discrepancy Score of 35. Poor payment processes in this sector have a direct impact on member retention and growth.
The report urges gyms and studios to adopt mobile applications for membership management and secure online portals for class bookings. Such changes could considerably improve customer satisfaction.
In 2025, the sectors leading in payment experiences will be those that prioritise seamless, secure, and customer-centric solutions.
Our Payment Experience Index demonstrates that businesses embracing innovation in payment technologies are not only meeting customer expectations but redefining them.
This is about more than just enabling transactions - it’s about creating a smooth, transparent, and reliable experience that builds trust and fosters loyalty
Challenges and recommendations
Access PaySuite highlights that service-orientated sectors – such as healthcare, automotive and legal services – are industries most affected by inefficient payment processes.
Outdated systems, hidden fees and a lack of flexible payment options often lead to customer frustration. In the case of essential services like utilities and housing associations, even minor payment inconveniences can have major implications.
The report suggests that sectors facing these challenges invest in multi-channel payment solutions that provide a consistent experience across digital and face-to-face channels.
To address these issues, businesses should consider several strategic improvements:
- Adopt modern payment technologies such as digital wallets and automated billing systems can help streamline transactions.
- Companies must understand customer preferences and offer a range of payment options that include online payments, open banking and direct debit.
- Ensure seamless integration between payment systems and broader service platforms is essential.
Industries that adapt to evolving consumer demands for flexibility, personalisation, and speed are positioning themselves as leaders in their fields
With these integrations, organisations can not only simplify the user journey but also build trust.
The findings from the Payment Experience Index illustrate that payment systems are a pivotal component of the customer journey. Sectors that invest in robust, user-friendly payment solutions are better positioned to retain loyal customers and secure a competitive edge.
Whereas those that neglect this area risk losing market share to more agile and customer-focused competitors.
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