The Future Of Checkout Experiences

Take this two-minute quiz to see how your organisation’s checkout experiences compare to other organisations and to understand “The Future Of Checkout Experiences,” a Forrester Consulting study commissioned by PayPal.

This study comprises of two custom surveys. The first was asked of 553 decision-makers in North America and Europe in charge of their organisation’s e-commerce operations and payment methods. The second was asked of 2,002 consumers in North America and Europe that have made an online purchase in the last month.

For the purpose of this study, we define accelerated checkout as an online, minimal-step checkout experience that autofills a customer’s payment and shipping information without them logging into an account.

Increased revenue growth Improved customer satisfaction Improved customer loyalty Higher repeat purchase rates Enhanced brand reputation

Merchants recognise that a seamless checkout experience helps to drive customer loyalty, strengthens brand reputation, and ultimately helps to boost revenue. In the Forrester study, our data shows that consumers share the same sentiment.

Base: 584 North American and European decision-makers in charge of their organization's e-commerce operations and online payment methods

Source: Forrester’s Q1 2025 Online Buyer Journey Survey [E-62574]

2/6

Which of the following actions are challenging for your customers during checkout on your e-commerce sites or apps? (Select all that apply.)

Signing into an account

Creating a new account

Entering shipping information

Entering payment information and successfully checking out

None of the above

3/6

Creating a new account Entering shipping information Entering payment information and successfully checking out Signing into an account Consumer Merchant Your answer(s) in bold

Merchants believe they are meeting consumer expectations for checkout experiences; however, there is a gap in perception.

Base: 584 North American and European decision-makers in charge of their organization’s e-commerce operations and online payment methods

Note: Showing top four ranked

*Base: 2,002 North American and European consumers who have made an online purchase in the last month

*Note: Showing top four ranked

4/6

What are your organization’s plans to invest in accelerated checkout?

Accelerated checkout is an online, minimal-step checkout experience that autofills a customer’s payment and shipping information without them logging into an account.

We don't have this capability and don't plan to invest in it.

We don't have this capability but plan to invest in the next 13 to 24 months.

We don't have this capability but plan to invest in the next 6 to 12 months.

We already have this capability and don't plan to increase our investment.

We already have this capability and plan to increase our investment.

Don't know/does not apply

5/6

We plan to increase investment or invest in the next 12 months Other (Your answer)

Merchants are quickly responding to customer requests for streamlined checkout experiences. Two out of three merchant respondents are interested in investing in an accelerated checkout experience. Merchant respondents believe that an accelerated checkout experience would positively impact customer satisfaction, repeat purchases, revenue, and brand reputation.

Base: 584 North American and European decision-makers in charge of their organization's ecommerce operations and online payment methods.

Source: Forrester's Q1 2025 Online Buyer Journey Survey [E-62574]

6/6

The Future Of Checkout Experiences

What business outcomes are tied to successful checkout experiences? (Select all that apply.)

Which of the following actions are challenging for your customers during checkout on your e-commerce sites or apps? (Select all that apply.)

What are your organization’s plans to invest in accelerated checkout?

Accelerated checkout is an online, minimal-step checkout experience that autofills a customer’s payment and shipping information without them logging into an account.

Register to read the full report