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Consumers adapt to “omnichannel” payments, survey finds

June 23, 2021

The COVID-19 pandemic has shifted consumers’ spending and payments pattern, taking transactions to a digital landscape that includes digital wallets, BNPL and social media commerce, according to the recent research published by digital payments company PayPal and the e-commerce platform BigCommerce.

Although a majority of customers surveyed (95%) had shopped online over the prior year, a “slight majority” across all regions also still prefers in-person shopping, the survey showed. In the U.S., 33% prefer shopping online while 22% prefer shopping in-person. Nearly 33% prefer shopping in-store but say that the benefits of shopping online outweigh the trade-offs and 12% say that shopping online or in-store is the same for them.

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