Table of Contents
Key Takeaways:
- National Customer Day serves businesses an opportunity to understand shifting consumer needs and shopping behaviors.
- Customer payment preferences are increasingly diverse and depend on the situation, such that businesses need to provide payment methods relevant to their needs.
- The payment experience is a part of the customer experience. A payment gateway helps businesses provide multiple payment options through a single integration to facilitate customers in completing transactions.
National Customer Day (September 4) can be a timely opportunity for businesses to take a closer look at what their customers need. It is not only about what they buy, but also how they make decisions before buying and completing transactions.
Customers Increasingly Prioritize Value Before Purchasing
Rising living costs are making consumers more cautious about how they spend. According to the UOB ASEAN Consumer Sentiment Study 2025, Indonesian consumers have changed several aspects of their shopping habits over the past 12 months.
The top three behavioral change include:
- 49% are purchasing more discounted items or lower-priced products.
- 43% are buying more products that are multifunctional or versatile to get maximum value.
- 38% are buying more products that are local-products.
These data show that customers are now increasingly value-conscious. They are not simply looking for products to purchase, but are also considering whether a purchase provides sufficient benefits and value in return.
As Shopping Habits Change, Payment Habits Evolve Too
Changes in shopping behavior are reflected in how customers pay. Based on the ASEAN Consumer Sentiment Study 2025, Indonesian customers use various payment methods in their daily activities:
- 74% use e-wallets
- 62% use cash
- 60% use scan-to-pay (QRIS)
- 44% complete payments via e-commerce platforms
- 41% use mobile banking apps
In practice, customers do not depend on only one payment method. E-wallets, cash, scan-to-pay, e-commerce payments, and mobile banking equally form part of customer transaction habits.
Payment Preferences Can Vary Depending on the Situation
Payment choices also change depending on the customer's needs and circumstances. When traveling abroad, 32% Indonesia respondents choose e-wallets, while 29% prefer cash, and 25% prefer physical credit cards as their preferred payment method.
For businesses, these data show that there is no single payment method suitable for all customers and situations. Therefore, providing relevant payment choices can help businesses provide a checkout experience that is more flexible and tailored with customer habits.
What Does This Mean for Businesses?
As customers become more selective and have more payment options to choose from, businesses need to offer payment methods that match their needs.
Everyday transactions may call for payment methods that are fast and convenient. Meanwhile, higher-value transactions may require options such as credit or debit cards, Virtual Accounts, or PayLater.
Therefore, the payment experience becomes an essential part of the customer experience. The easier it is for customers to pay, the smoother their checkout process becomes.
4 Things to Consider When Choosing Payment Options for Your Business
Every customer has different preferences when making transactions. Therefore, businesses should consider these four things before deciding on their payment options:
- Understand your customer preferences
Leverage transaction data to identify the most frequently used payment methods. From these insights, businesses can determine which options to prioritize.
- Match Payment Options to Your Transactions
Payment needs vary depending on the business type, transaction value, and customer profile. Retail, F&B, services, travel, and online businesses often have different payment preferences.
- Offer choice without adding friction
Having many options does not automatically improve the checkout process. Ensure that customers can still easily find and use their preferred payment methods.
- Evaluate Your Payment Options Regularly
Customer preferences shift alongside new trends, technologies, promotions, and spending habits. Regularly evaluate payment options to stay aligned with customer needs.
A Single Integration for Multiple Payment Options
To provide relevant payment choices, businesses do not need to manage every method separately. A payment gateway can help businesses provide various payment methods through single integration.
As a payment fintech company and payment gateway pioneer, DOKU provides 45+ payment methods, ranging from credit/debit cards, e-wallets, virtual account, QRIS, PayLater to convenience stores. With these options, business can provide flexibility to customers to choose the payment methos that best suits their needs.
Providing the best products and services as well as delivering a better experience for customers is part of the essence of National Customer Day. One essential way is to ensure customers get a seamless transaction experience, starting from payment method options to the checkout process. You can take advantage of this momentum to ensure every transaction process is able to answer customer needs.
