Research conducted by 
200 UK organisations
120 businesses using embedded payments
80 software and financial services providers
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75% of respondents see strategic value in embedded payments, recognising their potential to streamline operations, strengthen differentiation and customer retention. |
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10.8% of businesses using embedded payments say their payment and payout experiences are fully integrated. |
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58.5% of businesses use four or more systems across payment processing, reconciliation and reporting. |
96%
Facilitate financial flexibility, issue account numbers and sort codes and protect your users’ payments with a solution that supports BACS, direct debit and CHAPS.
78%
The vast majority of organisations see embedded payments as a driver of growth, user retention and business performance.
11%
Despite widespread recognition of their importance, only a small minority have achieved fully integrated payment experiences across products, platforms and business operations.
67%
Transparency and payment visibility remain among the most significant pain points, limiting control, decision-making and customer confidence.
88%
Business users increasingly expect the same seamless, intuitive and real-time experiences they encounter in their personal lives.
69%
The most common consequence of poor payment experiences is customer dissatisfaction.
The payment experience is now part of the value proposition
Businesses increasingly judge software providers by how efficiently they help them manage financial operations. When payment experiences lack speed, transparency or reliability, the consequences extend well beyond the transaction. They shape perceptions of the provider itself, influencing satisfaction, retention and long-term commercial relationships.
Explore changing user expectations
Complexity is undermining the user experience
As payment ecosystems expand across multiple providers, systems and payment rails, maintaining visibility becomes increasingly difficult.
The result is fragmented data, inconsistent reporting and limited transparency across payment journeys – making it harder for businesses to manage operations efficiently and deliver consistent user experiences.
What's holding payment modernisation back?
While payments are increasingly seen as a strategic differentiator, competing business priorities and the complexity of integrating with legacy infrastructure continue to slow progress.
"What stands out from this research is the gap between what businesses increasingly expect from embedded payments and the operational reality many organisations face today. For software and financial services providers, the opportunity is to look beyond the transaction itself and consider the payment experience holistically – from integration and visibility to the experience ultimately delivered to the user."
Rehana Mitha
Managing Director
The research was conducted by IDC among 200 UK organisations, including:
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120 businesses using embedded payments Organisations using payment and payout capabilities to send or receive funds as part of their operations. |
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80 software and financial services providers Organisations embedding or offering payment and/or payout capabilities as part of a product or platform they provide to other businesses or users. |
