Bridging the generational payments divide: What 1,000 UK consumers reveal about the future of paying

Today, convenience is currency. 

In Access PaySuite’s research with 1,000 UK consumers, payment choice consistently influenced whether a transaction was completed, delayed, or abandoned. For many customers, being unable to use a familiar or preferred method was enough to stop the purchase altogether.

These expectations now vary sharply by generation, creating a growing challenge for businesses trying to serve everyone through fragmented systems.

Our new executive summary examines this shift in behaviour and what it reveals about trust, and outlines what a unified payments strategy needs to support today’s customers and those still to come.

Inside the report

The research highlights the impact of modern payment expectations, including:

• Why 90% of UK consumers say offering their preferred payment method is important, and why 45% abandon transactions when it isn’t available

• How payment friction is no longer a technical issue, but a brand and loyalty risk

• The hidden cost of fragmented payment stacks, from reconciliation delays to reduced cashflow visibility

• How different generations express trust through how they pay, from digital wallets to Direct Debit

• Why adaptability, not prediction, is key to preparing for the next generation of payers

Together, these insights reveal why payment is a frontline experience that shapes how customers judge and stay loyal to a brand.

📥 Download Bridging the generational payments divide
and understand how unifying your payments can reduce friction, restore control, and turn payment choice into a driver of loyalty.