Reacting to news that some customers have inadvertently been charged twice for shop-bought purchases because their contactless debit cards have been ‘picked up’ near in-store payment readers, Mark Hale, KPMG’s Head of Payments, says:
“Customers want a quick, pain-free, experience at the tills but recent history suggests that the reality is far different. They see contactless terminals lost on the counter space and, in my experience, usually require staff intervention to ensure transactions go through. The end result is a poor experience and without concerted action, consumer cynicism about contactless cards will set in.
“Consumers are nervous, believing that the technology is unreliable, at best, and unsafe, at worst. It’s a scenario that will continue to play out’ unless merchants develop a clear collections strategy, a simple and trustworthy payments process, and staff who are trained in both.
“In a society dominated by hyper-connectivity, customers are demanding instantaneous transactional information, together with the ability to speed up the payment process. Where ‘pay as you go’ once meant payment for short-term expenditure, it is taking on a new meaning now as customers want to ‘pay on the move’. Near field communication offers exactly this, but unless it is implemented correctly and glitches in the system are ironed out, the benefits of the technology will be lost and displaced by movement in the mobile marketplace.”
Mike Petrook, KPMG Press Office
020 7311 5271 (t), 07917 384 576 (m) or firstname.lastname@example.org
Notes to Editors:
KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and operates from 22 offices across the UK with over 11,000 partners and staff. The UK firm recorded a turnover of £1.7 billion in the year ended September 2011. KPMG is a global network of professional firms providing Audit, Tax, and Advisory services. We operate in 152 countries and have 145,000 professionals working in member firms around the world. The independent member firms of the KPMG network are affiliated with KPMG International Cooperative ("KPMG International"), a Swiss entity. KPMG International provides no client services.