Buy Now Pay Later Customer Satisfaction Surges, but Brand Performance Varies Considerably, J.D. Power Finds

Plan It by American Express Ranks Highest in Buy Now Pay Later Customer Satisfaction

Although the rapid rise of Buy Now Pay Later (BNPL) services has been accompanied by a growing chorus of concern about runaway consumer debt, the customers who are using these services are growing increasingly satisfied with their experiences. According to the J.D. Power 2024 U.S. Buy Now Pay Later Satisfaction Study,^SM released today, easy account review, security and reasonableness of terms are among the top drivers of customer satisfaction. In addition, the study finds that financially healthy¹ consumers are the segment most satisfied with BNPL services.

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J.D. Power 2024 U.S. Buy Now Pay Later Satisfaction Study (Graphic: Business Wire)

“The BNPL segment has grown quickly and many of the brands in the space are new,” said Miles Tullo, managing director of banking and payments at J.D. Power. “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.”

Following are some of the key findings of the 2024 study:

• 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 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. 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: 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 4 percentage points from 2023.

Study Ranking

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.

The J.D. Power U.S. Buy Now Pay Later Satisfaction Study, now in its second year, is part of a group of four interconnected syndicated studies focused on the various forms of POS payment options. Its sister studies include the POS Choice Satisfaction Study;^SM Debit Card Satisfaction Study;^SM and Digital Wallet Satisfaction Study.^SM The Buy Now Pay Later Satisfaction Study captured the responses of 4,135 customers, and was fielded from September through November 2023.

For more information about the U.S. Consumer POS Payment Program, visit https://www.jdpower.com/business/consumer-payments-satisfaction-studies.

See the online press release at http://www.jdpower.com/pr-id/2024015.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹ J.D. Power measures the financial health of any consumer as a metric combining their spending/savings ratio, creditworthiness, and safety net items like insurance coverage. Consumers are placed on a continuum from healthy to vulnerable.

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