Boston, May 9, 2017 – False declines, which occur when a good transaction by the authorized cardholder is erroneously declined, happen far more often than U.S. issuers and merchants would like and result in lost revenue and unhappy customers. Can technologies reduce false declines? And what is consumers’ propensity to proactively engage with them?
This research examines the impact of false declines on consumers’ relationships with their financial institution. It is based on a January 2017 Aite Group survey of 1,095 U.S. consumers to better understand the impact of false declines on the customer experience.
This 19-page Impact Report contains 12 figures and three tables. Clients of Aite Group’s Retail Banking & Payments service can download this report, the corresponding charts, and the Executive Impact Deck.