Consumer Agency: "One in Two Use Mobile Payments... Samsung Pay Has the Highest Satisfaction"

[Asia Economy Reporter Jeon Jin-young] The Korea Consumer Agency announced that among the top five simple payment service providers, Samsung Pay has the highest consumer satisfaction, and one out of two consumers has experience using simple payment services.

According to the Consumer Agency on the 3rd, Samsung Pay showed the highest overall satisfaction in the use of simple payment services. The average overall satisfaction score for the five simple payment services was 3.85 points, with Samsung Pay scoring the highest at 4.06 points, followed by Naver Pay (3.89 points), Toss Pay (3.86 points), Kakao Pay (3.78 points), and Payco (3.67 points). The overall satisfaction score is calculated by equally weighting satisfaction in three major areas (service quality, service products, service experience) and comprehensive satisfaction (overall satisfaction, satisfaction compared to expectations, satisfaction compared to ideals) at 50% each. Samsung Pay ranked first in both the three major satisfaction areas and comprehensive satisfaction.

Among the service product factors, Samsung Pay received the highest score for 'payment convenience and accuracy' (4.48), Naver Pay for 'ease of cancellation and refund' (4.11), and Toss Pay for 'benefits and additional services' (4.19).

Regarding satisfaction by service product factors in simple payment services, 'payment convenience and accuracy' scored the highest at 4.29 points, while 'benefits and additional services' scored the lowest at 3.85 points, indicating a need for improvement in the provision of discounts, points, and additional services such as remittance and deposit/withdrawal beyond payment services.

Consumers used simple payment services 5.21 times out of a total of 10 transactions as their main payment method, meaning more than half of the payments were made via simple payment. However, 15.6% (234 people) of all respondents reported experiencing consumer damages. Among those who experienced consumer damages, 61.5% (144 people) did not raise objections.

The main types of consumer damages were payment failures at 51.7%, delays in refunds and payment cancellations at 31.2%, non-application or omission of discounts and point accumulation at 17.1%, payment amount errors at 12.8%, duplicate payments at 12.4%, and failures or refusals of refunds and payment cancellations at 12.0%, in that order.