Digital Receipts: A Path to Greater Customer Engagement

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.

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.

This 24-page Impact Report contains 11 figures and four tables. Clients of Aite-Novarica Group’s Retail Banking & Payments and Fraud & AML services can download this report, the corresponding charts, and the Executive Impact Deck.

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