U.S. Buy Now Pay Later Satisfaction Study
The Buy Now Pay Later Customer Satisfaction Benchmark
The Buy Now Pay Later Satisfaction Study is the definitive benchmark of BNPL customer experience in the United States. It identifies the factors that most influence satisfaction, brand advocacy, retention, and digital engagement across the leading BNPL providers.
What the Study Measures
A Comprehensive Evaluation of BNPL Customer Experience
Evaluates customer experience across six core dimensions:
• Customer support during transactions and issue resolution
• Purchase flexibility across merchants and payment options
• Perks and incentives tied to BNPL usage
• Terms including transparency and repayment structures
• Account management and ease of use
• Security and trust in BNPL transactions
Tracks:
• Examine changes to consumer satisfaction over time
• Understand customer attrition risk by brand
• Analyze satisfaction levels and usage rates by consumer persona
Includes:
• Annual rankings and licensing opportunities
• Customized executive presentation and strategy session with data-driven, actionable recommendations.
• Performance dashboard benchmarking each brand’s performance across indices, dimensions, and KPIs.
• In-year wave reporting to track performance trends and movement across key measures.
How It Works
How the BNPL Satisfaction Study Works
• Evaluates customer experience across leading BNPL providers
• Measures satisfaction across terms, flexibility, support, and digital experience
• Captures usage behavior, preferences, and brand perception
• Identifies drivers of retention, advocacy, and repeat usage
Core Strengths
Higher Usage, Stronger Loyalty
• Identifies how trust, ease, and transparency drive BNPL satisfaction
• Shows how satisfaction correlates with repeat usage and retention
• Reveals why customers choose one BNPL provider over another
• Highlights incentives, features, and UX elements that matter most
Business Impact
Reduce Churn, Improve UX
• Identifies the strongest and weakest drivers of satisfaction and advocacy
• Reveals attrition risks and churn signals across BNPL brands
• Improves feature development, terms, rewards, and support experiences
• Helps shape digital experience upgrades through top-journey analysis
• Supports brand positioning and award-based marketing for high performers
Key Dates
2026
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
Press Release: March 12, 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 11, 2027
Press Release & Award Information
JD Power will issue a national press release featuring key findings, trends, and brand rankings from the study. Only brands that meet JD Power’s research criteria will be ranked. Brands that rank highest in their segment and meet award criteria may promote their award through the JD Power licensing program—available exclusively to study subscribers.
Profiled Brands
2027 U.S. Buy Now Pay Later Profiled Brands
Affirm
Afterpay
Barclays Easy Pay
BMO Pay
Smart Plan
Chase Pay in 4
Chase Pay Over Time
Citi Flex Pay
Citizens Pay
Commerce Bank FlexPay
Klarna
PayPal
Plan It by American Express
Sezzle
U.S. Bank Extend
Pay Plan
U.S. Bank Split World Mastercard
Zip
Who should use it
Designed for Leaders in Payments, BNPL, and Digital Finance
• BNPL product teams
• Payment provider executives
• Fintech and digital lending leaders
• Strategy & analytics teams
• UX, digital, and mobile product teams
• Marketing and brand leaders
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
