Background

Digital payments are a mass market product, and many small businesses ($100K- <$10MM in annual sales) are familiar with the benefits of online bill pay, ACH and wires. Today, while several financial institutions (FIs) have made Zelle® available via small business online and mobile banking, adoption growth continues to be slow. Additionally, many FIs are struggling with how Zelle® fits into their payment ecosystem. With a multitude of payment vehicles to choose from, Zelle® adoption may become stagnant among small businesses unless FIs can clearly educate their customers about the value proposition of Zelle®.

Objectives

Barlow Research’s 2023 Small Business Zelle® User Study uncovers how six financial institutions are deploying Zelle® to small business customers by testing the functionality and customer experience of each institution’s mobile application.

YOU WILL LEARN...

1. Key differences between offerings including transaction limits and fees
2. Capabilities for sending, receiving and requesting money
3. Customer experience highlights and pain points

Components

The 2023 Small Business Zelle® User Study will evaluate these institutions (pending availability at the time of testing):

STUDY WILL ADDRESS THE FOLLOWING:

• Getting started with Zelle®
• Onboarding communications after enrollment has been completed
• Sending, requesting and accepting payments
• Security and authentication methods
• Transaction history analysis capabilities

THIS STUDY IS IDEAL FOR:

• Payments executives
• Digital teams
• UI/UX/CX specialists
• Customer journey owners