2021 Eye on Payments

eye on payments report cover

15 minutes

Consumers demand personalized payments experience.

Nearly 20 months after its emergence, the COVID-19 pandemic is still impacting the U.S., its economy and consumers, as well as the global economic landscape. As consumers have grown more accustomed to change over the past year and a half, the economy continues to demonstrate its resilience--and the payments industry is no different. For the fourth consecutive year, PSCU set out to gauge payment preferences among credit union members and other financial institution customers (“non-members”), including how they evolved over the past 12 months.

Through this annual research, PSCU explores the factors that influence consumers when it comes to their choice and usage of different payment methods, how these factors may vary among different life stages and economic events, and how credit unions can better serve their members and optimize their offerings to adapt to these evolving preferences and needs – both now and in the future.

PSCU surveyed more than 1,750 credit union members and non-members from across the U.S. For the first time, we also conducted a deep dive into select states to better ascertain payment preferences in various parts of the country. The online survey, conducted in July 2021, was taken by participants ages 18 to 65+. Of those surveyed, 50% were male and 50% were female, and demographic characteristics align with consumer data from CUNA’s Member Profile.

Through research gathered in Eye on Payments, PSCU will share the following:

  • Factors that influence consumer behavior when it comes to the choice and usage of traditional and emerging payment methods across multiple payment scenarios
  • How social and economic events impact payment choice
  • The evolution of how consumers are interacting with their credit union or other financial institution, and how they anticipate doing so in the future
  • How and why payment method preferences differ among generations and regions
  • Recommendations for credit unions to better meet evolving payment preferences and member needs
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PSCU's 2021 Eye on Payments Study
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