Recent research has revealed that businesses in the entertainment industry are at the forefront of delivering seamless payment experiences, outperforming other sectors that struggle with significant gaps affecting customer satisfaction and loyalty.
The Payment Experience Index, developed by payment solutions provider Access PaySuite, a division of The Access Group, analysed 160 businesses across 16 industries using TrustPilot data. By calculating a Trust Discrepancy Score for each sector, the study identified which industries are excelling and which are falling short in meeting consumer expectations.
The findings highlighted the entertainment sector as the top performer, with the smallest Trust Discrepancy Score of 0.8—setting a benchmark for other industries. As consumer demand for convenience, speed and reliability continues to grow, entertainment businesses—particularly subscription-based services like streaming platforms—have prioritised robust payment solutions to ensure hassle-free transactions. This focus not only improves customer satisfaction but also fosters stronger retention and long-term loyalty.
Commenting on the findings, Dave Carr, transformation director at Access PaySuite, said: “In 2025, the sectors leading in payment experiences will prioritise seamless, secure, and customer-centric solutions. Our Payment Experience Index demonstrates that businesses embracing innovation in payment technologies are meeting customer expectations and redefining them. This is about more than just enabling transactions – creating a smooth, transparent, and reliable experience that builds trust and fosters loyalty.
“Industries that adapt to evolving consumer demands for flexibility, personalisation, and speed are positioning themselves as leaders in their fields. Conversely, those who fail to modernise their payment systems risk eroding customer satisfaction and falling behind competitors. At Access PaySuite, we believe that seamless payment experiences are the cornerstone of exceptional customer journeys, and we’re committed to helping businesses unlock their full potential through smarter, more intuitive payment solutions.”
