Turn every payment into a loyalty moment

Customers expect speed but loyalty is built on reliability, transparency and consistency.

From a gig worker expecting a payout at the end of a shift, to real-time refunds for retail customers, every payment experience shapes trust and loyalty. These are just a few insights from Visa Direct’s latest report, The loyalty moment: How money movement performance builds lasting trust in fintech. Discover why payment performance is a strategic driver of trust, retention and growth.

Based on research with 151 fintech decision-makers across five global regions, the report explores why reliability matters more than speed, how fragmented payment experiences can erode loyalty, and what a more unified approach can help deliver at scale.

What you’ll learn in this report

Why reliability outranks speed in building trust
How fragmented payment experiences put loyalty at risk
What “loyalty moments” look like across key use cases
Regional insights into what builds and breaks trust
How fintechs are thinking about a more unified approach

What fintech leaders are saying across regions

North America: 49% of surveyed fintechs say reliability is the top customer trust builder
Latin America: 57% name transparency and visibility as their biggest multi-rail challenge
Europe: 52% name fraud risk management as their biggest multi-rail challenge
CEMEA: 32% of surveyed fintechs say transparency is the top customer trust builder
Asia Pacific: 87% link network reach to expansion opportunities – the strongest signal globally

“If customers can rely on money moving as expected, trust follows.
Without that consistency, you don’t have a viable business.”
— Product Lead, Remittances

The loyalty moment: How money movement performance builds lasting trust in fintech

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All statistics are from the Visa Direct-commissioned Fintech Payments Research, 2026, based on a global study of 151 fintech decision-makers across North America, Europe, Asia Pacific, Latin America, and CEMEA.