By Access PaySuite on behalf of Legal Futures Associate Access Group
Recent research has shown that businesses in the legal industry are struggling to provide seamless payment experiences, with the sector encountering substantial gaps that threaten customer satisfaction and loyalty.
The Payment Experience Index, developed by payment solutions experts Access PaySuite, part of The Access Group, analysed 160 businesses across 16 sectors using TrustPilot data, calculating a Trust Discrepancy Score for each sector to highlight which are excelling and which are struggling to meet consumer expectations.
It identified the legal sector as one of the bottom-performing industries, with a large Trust Discrepancy Score of 26. This finding underscores the urgent need for businesses in the sector to prioritise modernising their payment systems to meet rising consumer demands for convenience, speed, and reliability.
As consumer expectations for smooth and transparent payment processes grow, the legal industry’s inability to meet these demands poses a significant challenge, as outdated systems and limited payment options contribute to customer frustration and undermine trust.
* The Trust Discrepancy Score quantifies the gap between how customers rate a business overall and how they specifically rate its payment processes. A smaller score signals better alignment with customer expectations.
Commenting on the findings, Dave Carr, transformation director at Access PaySuite, said:
“In 2025, the sectors leading in payment experiences will be those that prioritise seamless, secure, and customer-centric solutions. Our Payment Experience Index demonstrates that businesses embracing innovation in payment technologies are not only meeting customer expectations but redefining them. This is about more than just enabling transactions – it’s about creating a smooth, transparent, and reliable experience that builds trust and fosters loyalty.
“Industries that adapt to evolving consumer demands for flexibility, personalisation, and speed are positioning themselves as leaders in their fields. Conversely, those that fail to modernise their payment systems risk eroding customer satisfaction and falling behind competitors. At Access PaySuite, we believe that seamless payment experiences are the cornerstone of exceptional customer journeys, and we’re committed to helping businesses unlock their full potential through smarter, more intuitive payment solutions.”
For more information, you can view the full research here https://www.accesspaysuite.com/blog/which-sectors-offer-the-best-payment-experiences/
