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Six Minutes to Failure – How Payment Outages Drain £1.6billion from UK Businesses

June 10, 2025
in DeFi
Reading Time: 2 mins read
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UK retail and hospitality companies are shedding a whopping £1.6billion a yr to cost system outages, a brand new research warns. These disruptions, which may final a median of 84 minutes, far exceed what most customers are prepared to tolerate, placing companies prone to misplaced income and reputational hurt.

By the point a cost system has been down for 22 minutes, whole losses may attain £1.17billion, equal to 74 per cent of all of the income in danger.

The analysis, carried out by FreedomPay, Dynatrace and Retail Economics, additionally discovered that these failures will not be one-off occasions however recurring challenges, with UK companies experiencing a median of greater than 5 main outages annually. Sixty-one per cent of those incidents happen throughout peak buying and selling durations, amplifying their monetary affect.

“Client-facing companies are working in more and more unpredictable situations,” says Chris Kronenthal, president, FreedomPay. “From excessive climate and energy failures to cyber-attacks and system outages, disruption is not the exception, it’s turning into the norm. The dearth of planning by companies, coupled with the fragility of current infrastructure, is creating an ideal storm for income loss and reputational injury.”

Cost outages

In the meantime, there’s a disconnect between what companies assume customers will tolerate and what customers really expertise: whereas most clients cease ready after 22 minutes, companies estimate they’ve 32 minutes earlier than shedding persistence, resulting in underappreciated dangers to income and model repute.

This misjudgement results in misplaced gross sales and injury to model repute, as pissed off clients abandon transactions.

The research additionally discovered that one in 5 retail and hospitality companies shouldn’t have a safe digital backup cost system. With fewer than 30 per cent of customers frequently carrying money, and the common amount of money carried (£35) beneath the standard in-store spend of £47, companies with out digital backups are notably uncovered.

Increased-income customers, who go to retail and hospitality venues extra regularly and rely extra on digital funds, are particularly affected by these disruptions.

Alois Reitbauer, chief expertise strategist at Dynatrace, additionally commented: “Outages don’t simply cease transactions; they break the shopper journey and disrupt important providers. To remain resilient, companies want real-time visibility, the agility to adapt in actual time, and applied sciences that auto forestall and auto remediate disruptions. In a world the place disruptions are inevitable, pace and insights are a enterprise’s most useful safeguards.”

Whereas Richard Lim, CEO, Retail Economics, added: “Investing in strong, fail-safe cost infrastructure isn’t nearly mitigating threat; it’s about safeguarding future development and sustaining a aggressive edge.”

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Tags: 1.6billionbusinessesDrainFailureMinutesoutagesPayment
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