If you have ever lost a sale because a customer did not have cash on hand or got frustrated with a slow checkout, you already understand the power of a smooth payment experience. New research from NMI confirms what many shop owners have felt for years: when paying is easy, customers spend more.
The Numbers Tell the Story
NMI’s “Psychology of Payments” survey, released in March 2026, found that 48% of consumers say the digitalization of payments has significantly changed how they approach spending. Half of all respondents said they shop more frequently when payments feel seamless. On the flip side, 50% admit they abandon purchases when the checkout process feels complicated or frustrating.
The generational split is even more telling. Nearly 63% of Gen Z consumers say digital payments have reshaped their spending habits, and 29% of Gen Z prefer digital wallets for both in-store and online purchases. Compare that to just 5% of Gen X and 2% of Baby Boomers.
What This Means for Auto Repair Shops
You might think frictionless payments are mostly a retail or e-commerce story. But the same psychology applies in your service bay. When a customer can tap a card, use a digital wallet, or pay without hassle at the counter, the experience feels professional and fast. That builds trust and makes them more likely to return.
Here is the kicker: 48% of consumers say they actually spend more at checkout when the process is fast and frictionless. For a shop offering additional services or upsells — think cabin air filters, fluid top-offs, or tire rotations — a smooth payment flow can directly impact your average ticket.
The research also found that when merchants offer incentive-driven checkout experiences like loyalty rewards or cash back, 52% of shoppers say they visit more often. That is a real opportunity for shops looking to build a repeat customer base through smart payment technology strategies.
The Gap You Need to Close
Here is where it gets interesting for small businesses. NMI’s data shows that 40% of SMBs still do not accept digital wallets, and nearly half lack any e-commerce presence. That is a gap between what customers expect and what many businesses offer.
You do not need to overhaul everything overnight. But if your shop is still running an outdated terminal or turning away Apple Pay and Google Pay, you are leaving money on the table. Upgrading to a modern payment processing platform that supports contactless and digital wallet payments is one of the simplest ways to meet customers where they are.
The Bottom Line
Frictionless payments are not a trend — they are the new baseline. Customers expect fast, easy checkout experiences, and the data shows they reward businesses that deliver. Make sure your shop is not falling behind.