Executive Summary

Buy now, pay later (BNPL) providers are in the eye of a perfect storm as investor and regulatory scrutiny, increasing competition, and the prospect of recession threaten their business model. To grow purchase value, merchant relationships, and margins, they’ll need to deliver what customers want—this inaugural study reveals what BNPL features consumers demand most.

3 KEY QUESTIONS THIS REPORT WILL ANSWER

1. What BNPL features do US customers value most?
2. What features can move the needle on retaining and attracting customers?
3. What features can benefit both BNPL providers and the retailers they serve?

WHAT’S IN THIS REPORT? An analysis of the most in-demand BNPL features a provider can offer to attract customers. The findings pinpoint product development priorities for BNPL providers and partnership priorities for merchants.

KEY STAT: Helping customers avoid fees and feel rewarded for making purchases should be BNPL providers’ top priorities, as these themes dominate the five most in-demand features among consumers.