Homewares
Homewares retailers lead in-store but lag online
Homewares retailers are on solid ground when it comes to payments. Confidence is high, fraud levels are low, and core operations run smoothly. But beneath that stability, investment tells a more cautious story. Speed isn’t seen as a strategic priority, online capabilities lag behind in-store, and progress on compliance, personalization, and social impact is slower than in other sectors. To unlock greater flexibility and customer loyalty, homewares retailers should focus on bringing their digital experiences up to the standard of their stores and connecting both channels in the backend.
Finding 01
Homewares demonstrates strong payment performance, but must remain vigilant
Homewares retailers are confident in their payment setup and contribution to customer satisfaction, reliability, and business operations. Downtime is rare, fraud levels are low, and sub–two–minute checkouts are more common than in any other sector. But beneath the surface, investment in resilience, speed, and compliance is slower than elsewhere. Confidence could slip into complacency without continued attention to cost control, fraud innovation, and regulation.
Finding 02
Checkout innovation starts in-store for Homewares
Homewares retailers show a clear preference for physical stores, where shoppers can see, touch, and compare products before making a decision. This is reflected in their payments strategy, with some of the highest in-store adoption rates for digital wallets and Tap to Pay. But while the in-store journey is well-supported, online checkouts are slower to evolve, and investment in values-led experiences is still at an early stage.
Finding 03
Strong in-store experiences aren’t yet matched by connected systems
Homewares retailers are doubling down on in-store experiences. They are leaders when it comes to offering exclusive offline moments. But the systems that support those experiences aren’t keeping pace. Despite a significant uptake of unified payments, many homeware retailers still operate physical and digital channels separately. This limits their ability to bridge journeys, use data effectively, and personalize interactions across touchpoints. As homewares shoppers increasingly move between online research, in-store evaluation, and at-home delivery, the next step is joining the dots behind the scenes.
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