UK Businesses Lose £70bn Annually Due to Lack of Accessible Payment Options, New Study From AlixPartners and Project Nemo Suggests

UK Payment Accessibility Gap is costing businesses up to £70 billion each year, based on a collaborative study conducted by Project Nemo and AlixPartners. The study emphasizes how revenue and customer retention are being impacted across industries by the absence of inclusive, user-friendly payment options. The report calls for a move toward greater financial inclusion as the UK's need for easily accessible payment methods increases. Approximately 25% of the UK population has a disability that impacts their daily life. Yet, according to this new research, 70% of disabled people frequently experience problems completing a transaction, while 70% of UK-based disabled individuals actively avoid shopping at locations where they anticipate payment difficulties. The report’s findings, based on a survey of 300 UK-based disabled individuals and 50 caregivers and on the results of a focus group session, underscore the business value in implementing accessible payments services. Two-thirds (65%) of disabled people claim to have chosen to shop at retail locations specifically because of their accessible payment terminals. A further 60% have recommended businesses with accessible payment solutions to their peers. The physical and technological barriers to in-store payment services that disabled customers highlighted during the research include:

• Physical Accessibility: Barriers around payment terminals, including difficulty reaching card readers and navigating tight spaces. 57% of survey respondents highlighted the need for terminals or card readers to be more accessible. Disabled people have, however, found the introduction of contactless payments significantly beneficial – according to our study, it is still the highest ranked payments feature for improving accessibility.
• Technological Barriers: Payment terminals often have small, low-contrast text, poorly positioned screens, and lack features like audio guidance or tactile buttons. Customers with visual impairments cited issues with small, low-contrast text and poorly positioned screens. Auditory challenges were also prevalent, with deaf or hard-of-hearing customers often missing audio prompts.
• Staff Assistance: A lack of training can mean that staff are often not aware of the specific needs of disabled customers, leading to rushed transactions and a lack of patience or understanding.

These barriers can cause customer avoidance, negative experiences, and reputational issues. Of the 70% of those disabled people participating in the research report who claimed to have had issues with payments services in-store, 47% stated that they left the shop without making the purchase. Commenting on the study’s findings, Jonathan Hughes, a Partner and Managing Director at AlixPartners and a payments industry expert, said:  "Technology is advancing fast – and so is the opportunity to make payments more accessible for disabled customers, yet we’ve found that UK businesses are losing tens of billions of revenue annually by overlooking this growing market segment. It is clear that the payments industry is at the forefront of a significant opportunity to drive growth, enhance customer loyalty, and make a real difference. For example, some respondents indicated that they would benefit from using technology that allows them to leave the store and pay automatically, or from using their own smartphone to relay instructions. Ultimately, investing into inclusive payment systems makes clear business sense.” Dr. Yalini Pathy, a Director at AlixPartners, commented:  “Inclusive in-store payments systems play a huge role in creating a better experience for everyone and should be designed in a way which ensures that no customer is lost in the process. With social media and e-commerce having transformed modern retail in recent years, it has never been more important to invest in the in-store customer experience. Customers increasingly expect in-store payments to be as seamless as e-commerce transactions, but there is clearly still some catching up to do.” Joanne Dewar, Project Nemo Lead, added:  “Accessibility isn’t just the right thing to do—it’s a £70bn commercial opportunity hiding in plain sight. At Project Nemo, we’ve heard numerous real stories—from people who want to spend but are blocked by avoidable barriers. The good news is that many of the solutions are simple and already exist. With fintech innovation accelerating and inclusive design gaining ground, leaders who act now can unlock growth, trust and loyalty—and show what inclusion really looks like in practice." Businesses need to use modern payment systems and technology that works for everyone in order to close the UK Payment Accessibility Gap. This is important for long-term growth.