U.S. Digital Wallet Satisfaction Study
The Benchmark for Digital Wallet Satisfaction at Physical and Digital Checkout
The Digital Wallet Satisfaction Study evaluates how consumers experience and compare leading digital wallet brands at both physical and digital points of sale. It identifies the factors that drive satisfaction, loyalty, and adoption across 11 major wallet providers.
What It Measures
A Comprehensive Assessment of Digital Wallet Experience Across 11 Leading Brands
Evaluates customer experience across six core dimensions:
• Customer support across wallet usage and issues
• Ease of use across devices and payment environments
• Purchase flexibility across merchants and platforms
• Perks and incentives tied to wallet usage
• Activity management including tracking and controls
• Security and authentication
Tracks:
• Usage patterns, adoption trends, and satisfaction drivers
How It Works
How the Digital Wallet Satisfaction Study Works
• Evaluates customer experience across leading digital wallet providers
• Measures satisfaction across usability, security, features, and incentives
• Captures usage patterns across physical and digital checkout
• Identifies drivers of adoption, loyalty, and engagement
Core Strengths
Faster Adoption, Higher Retention
• Identifies drivers of digital wallet adoption across industries
• Shows how satisfaction influences loyalty and switching behavior
• Reveals strengths and gaps across security, usability, and rewards
• Highlights friction points across the digital checkout journey
Business Impact
Optimize Experience, Grow Adoption
• Identifies the UX and functional drivers that most impact satisfaction and loyalty
• Helps providers refine features, perks, and account-management tools
• Measures attrition risk across personas and brand tiers
• Provides competitive intelligence for positioning and product differentiation
• Supports UX improvements through top-journey analysis and screenshots
Key Dates
2025
Field Start: January 2025
Wave 1 Publish: May 27, 2025
Wave 2 Publish: August 21, 2025
Wave 3 Publish: November 11, 2025
Wave 4 Publish: March 3, 2026
2027
Field Start: January 2026
Wave 1 Publish: May 26, 2026
Wave 2 Publish: August 20, 2026
Wave 3 Publish: November 10, 2026
Wave 4 Publish: March 2, 2027
Press Release: March 18, 2027
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite.
Profiled Brands
2027 U.S. Profiled Brands
Amazon Pay
Apple Pay
Cash App Pay
Google Wallet
PayPal
Samsung Wallet
ShopPay
Venmo
Who should use it
Built for Leaders Driving Payments, Digital Strategy, and Experience
• Digital wallet product managers
• Payments and fintech executives
• Customer experience and loyalty teams
• Digital and mobile app leaders
• Marketing and brand strategy teams
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