Study finds UK retailers prioritising response to changing customer behaviour

A survey by Lloyds Bank has recovered that shoppers progressively expect faster service, flexible outgo options and a simpler checkout process.

Changing lawsuit behaviour is present a starring strategical interest for UK retailers, with 91% of concern owners and decision-makers saying it has go a apical priority, according to caller probe from Lloyds.

Its report, 'More Than Checkout: The Role of Payments successful Retail successful 2026', is based connected a survey of 1,000 retail leaders and examines however lawsuit expectations are reshaping the sector.

The findings suggest retailers are balancing unit to amended the lawsuit acquisition astatine checkout portion besides strengthening operations down the scenes.

The survey recovered that shoppers progressively expect faster service, flexible outgo options and a simpler checkout process.

At the aforesaid time, retailers are placing greater accent connected reporting, reconciliation, currency flow, strategy integration and operational reliability.

Lloyds said 84% of respondents present expect much from outgo providers than they did 2 years ago.

It besides recovered that 80% spot accepting each large cards and integer wallets arsenic important to regular operations portion 77% said checkout velocity is important to mundane trading.

The aforesaid proportionality said integrated reporting and reconciliation are important to moving the business.

The study besides points to changing expectations astir however payments are handled.

Nearly fractional of respondents said customers present expect mobile oregon flexible checkout options, and 44% said quicker entree to funds volition go a competitory necessity.

Lloyds Banking Group concern transaction banking managing manager David Thomasson said: “UK retail is entering a signifier wherever speed, simplicity and flexibility specify competitiveness crossed the full lawsuit journey.

“Payments person moved from a point‑of‑sale relation to halfway infrastructure, shaping everything from lawsuit acquisition connected the level to operational show and currency travel down the scenes.”

According to Lloyds, respective broader shifts are shaping retail this year.

These see a increasing absorption connected velocity crossed the afloat lawsuit journey, accrued scrutiny of however casual and convenient the retail acquisition feels, and a determination distant from relying solely connected fixed tills towards a operation of mobile, in-aisle and accepted checkout formats.

The study adds that reliable outgo systems, stronger integration and supplier enactment are becoming progressively important to concern performance.

It besides says payments present impact much than the transaction itself, influencing lawsuit flow, medication and currency travel management.