BNPL Consumer Journeys Mystery Shop

PSE has mystery shopped 10 key pay later suppliers across Europe to understand the realities of payments and refunds for consumers.

The review was completed in Spring/Summer 2022 in France, Germany, Italy, Spain and the UK,
overing Alma, Aplázame, Clearpay, Consors Finanz, Klarna, Oney, Ratepay, Scalapay, Sequra and Zip. 



Our mystery shop highlighted significant differences in customer onboarding effort


A number of winning consumer UX characteristics emerged from our mystery shop…


…and so did features which generate unnecessary consumer friction



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PSE Consulting has been covering the BNPL market since 2018.

We have delivered projects in different geographies to several players across the value chain, such as BNPL providers, banks, card schemes and retailers.

To find out more, get in touch