• Despite widespread adoption of eCommerce in Qatar, opportunity remains for retailers to enhance checkout experience and increase customer satisfaction
• The need to manually enter card details, and security concerns, are major pain points for consumers shopping online, resulting in lost revenue for businesses 
• Almost two-thirds of respondents trust biometric authentication more than traditional methods such as passwords and OTPs

Visa, a global leader in digital payments, today announced the findings of its “Checkout Friction Report“, which highlights strong consumer demand for a more secure and seamless eCommerce experience. Despite the widespread adoption of eCommerce and significant progress in growing Qatar’s digital economy, opportunity remains for retailers to enhance checkout experience and increase customer satisfaction.

This latest Visa report is based on a survey of 2,016 online shoppers across the GCC, including Qatar, and explored their experiences with eCommerce purchases. It examined common pain points during the checkout process that affect both consumer satisfaction and business outcomes.

Checkout Challenges Undermine the Rise of Frequent Online Shopping 

Visa’s “Checkout Friction Report” shows that one in four respondents (25%) in Qatar shops online every day for groceries. For categories such as fashion, entertainment, and electronics, shopping frequency ranges from once to a few times a month.

According to 39% of respondents, the biggest frustrations with online checkouts are security concerns, followed by the hassle of entering card details manually (32%). By addressing these challenges, retailers can enhance the checkout experience which could lead to increased customer satisfaction.

"Challenges in the online checkout process have direct implications for businesses, resulting in lost revenue, and hampering both customer acquisition and retention. Today’s consumers expect – and deserve – a more seamless and secure checkout experience. That’s why Visa is working with partners to enable solutions like Click to Pay, which leverages biometrics and tokenization to eliminate key pain points and deliver a more convenient shopping experience. Improving these moments not only drives business results but also builds on the Qatar government’s achievements in building a seamless, secure digital economy,” said  Shashank Singh, Visa’s VP and General Manager for Qatar and Kuwait.

“QIB is proud to be the first bank in Qatar and GCC to partner with Visa in rolling out Click to Pay.  As the research findings show, checkout friction is a major challenge for consumers in Qatar, impacting eCommerce sales and loyalty. By providing faster and more secure transactions, we aim to empower businesses in enhancing the digital commerce journey for all consumers in Qatar,” said  D.Anand, QIB’s General Manager – Personal Banking Group. 

Qatar Online Shoppers Prioritize Safety

Beyond the inconvenience of checkout, security remains a top priority for online shoppers. According to Visa’s research, 68% of consumers surveyed are worried about the risk of fraud or hacking, while over half (58%) expressed concerns about storing their card details on multiple websites. Additionally, one in three (34%) respondents has experienced fraud or security breaches.

Biometrics and One-Click Checkouts for Better Online Payment Experience

Visa’s “Checkout Friction Report” also reveals a strong preference for a more streamlined checkout, with 68% of respondents supporting a single registration process for online payments across all participating merchants. When the option of biometric authentication was proposed, two-thirds (68%) of respondents said they would use it to check out, with 64% trusting biometric authentication (fingerprint/face ID) more than traditional payment methods (passwords/OTP).

For businesses, the demand for simpler and safer checkout options is clear. Most respondents (80%) would shop online more frequently and be more likely to complete their purchases with a one-click checkout option. Seventy-one percent (71%) show a high likelihood of using “Click to Pay with Biometrics’’ if offered by online retailers.

Visa Click to Pay streamlines online shopping by providing advanced checkout experiences, eliminating the need to manually enter card details, thereby making transactions significantly faster.  At participating eCommerce platforms, consumers can simply click the Click to Pay button to complete their purchase quickly and easily using their preferred Visa card and shipping address. Visa’s Click to Pay relies on biometric authentication available on the consumer’s device and does not require transfer of biometric data.