TROY, Mich.— Even as the rapid increase in usage of buy now, pay later (BNPL) services has been accompanied by a growing concern over runaway consumer debt, the customers who are using these services are growing increasingly satisfied with their experiences, according to a new J.D. Power survey.
J.D. Power’s 2024 U.S. Buy Now Pay Later Satisfaction Study found easy account review, security and reasonableness of terms are among the top drivers of customer satisfaction.
In addition, the study found financially healthy consumers are the segment most satisfied with BNPL services.
“The BNPL segment has grown quickly and many of the brands in the space are new,” Miles Tullo, managing director of banking and payments at J.D. Power, said in a statement. “Consumers are generally most satisfied with the BNPL plans offered by their credit card issuers, but experiences vary quite a bit by brand and some of the newest providers are receiving the greatest increases in satisfaction scores.”
Key Findings
According to J.D. Power, some of the key findings in the survey include:
- BNPL customer satisfaction surges. “Overall customer satisfaction with BNPL services rises 16 points year over year as consumers embrace the point-of-sale payment method,” the company reported. “The increase in satisfaction is driven primarily by reasonableness of terms; ease of use when reviewing and managing account digitally; and security of account information.”
- Financially healthy consumers most satisfied. “BNPL customers classified as financially healthy represent 21% of all BNPL users and have the highest overall satisfaction (731) with BNPL services. Consumers in the financially vulnerable category account for 32% of BNPL usage and have a considerably lower overall satisfaction score (593).”
- Room to improve on account management. “The top three key performance indicators with most significant influence on customer satisfaction are ease of choosing repayment options; ease of managing payments; and ease of reviewing purchases and transactions,” J.D. Power said. “These indicators are met between 53% and 62% of the time, suggesting that many providers have room to improve on account management functions.”
- BNPL brand reputations rise and loyalty starts to emerge. According to J.D. Power, more consumers are saying that BNPL brands have a “good reputation” vs. a “bad reputation,” and 48% say they “definitely will” reuse the same brand, up four percentage points from 2023.
Study Rankings
J.D. Power said the survey found Plan It by American Express ranks highest in BNPL satisfaction, with a score of 695. My Chase Plan (686) ranks second and Citi Flex Pay (676) ranks third.
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