Australian consumers are among the most trusting digital shoppers globally, but that trust is highly conditional and increasingly defined by the checkout experience, according to Checkout.com.  

The ‘Trust in Australia’s Digital Economy 2025’ report, based on a YouGov survey of over 18,000 global consumers and transaction data from Checkout.com’s global payments network, finds that Australia tops Checkout.com’s Digital Economy Trust Index across English-speaking markets.

The Index measures how confident consumers feel transacting online, from sharing data and using digital wallets to trusting AI, biometrics, and new payment technologies.

This reflects their status as digitally mature economies where trust is high, but conditional, shaped by active engagement, strong expectations of security, and a cautious approach to emerging tech.

Nearly one in three respondents (average 29.76%) say a slow or complex payment process erodes their trust and loyalty when paying online.

For Australian consumers, payment trust is fragile. Nearly half of those surveyed (44.5%) say uncertainty around the safety of the payment process erodes their trust and loyalty. More than a third (33.8%) are put off by a lack of an easy returns process, while 41% lose confidence when their preferred payment method isn’t available.

Monique Biady, Head of Commercial for Australia at Checkout.com, says the findings highlight the shifting expectations of Australian consumers and the growing commercial significance of the payment experience.

“This is one of the most digitally mature and mobile-led markets in the world, but also one of the most cautious,” she says.

“A friction-free, secure checkout experience is essential. Consumers expect performance, security, and transparency at every step. When that expectation isn’t met, they simply walk away.”

Other findings

The report also reveals broader digital behaviours shaping consumer expectations in Australia, especially among younger generations.

Gen Z shoppers are among the most mobile savvy in the world, with 44% of survyed Australian Gen Z consumers checking prices online while shopping in stores.

Likewise, more than one in three surveyed Australians, or 36%, compare prices on their phones while in physical stores, and over half, or 54%, say online reviews strongly influence their purchasing decisions.

At the same time, shifting values are influencing how Australians spend. Among Gen X consumers, 45% of those surveyed now regularly purchase second-hand goods, a figure well above the global average of 26%.