E-commerce checkout has become better and quicker for shoppers, thanks to merchant features such as auto-fill forms and new payment options. But customer expectations are higher than ever.
There’s a disconnect between merchant and customer perceptions of checkout experiences, as detailed in an April 2025 Forrester study commissioned by PayPal of e-commerce decision makers and shoppers in North America and Europe, including the United Kingdom.
"41% of UK customers surveyed reported experiencing difficulties with basic tasks such as entering payment information.1"