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Customer Satisfaction Survey Results

Post author By user
Post date March 26, 2025

Customer Satisfaction Survey Results

March 2025

At a Glance

- Customer satisfaction remains exceptionally high, with an average rating of 9.82/10.

- 100% of respondents strongly agreed that Polar Moment met their requirements, provided expert advice, and communicated effectively.

- Flexibility and responsiveness were highlighted as key strengths.

Outstanding Satisfaction Scores

We sent our survey to all of our customers from 2024 and 44% of them responded. We are proud to report that our overall satisfaction score was an impressive 9.82 out of 10. Every single respondent agreed with the following statements:

Polar Moment fulfilled all requirements.
Polar Moment provided expert advice and helped in decision-making.
Polar Moment communicated effectively.
Polar Moment delivered high-quality service.
Polar Moment remained flexible to customer needs.
Would recommend Polar Moment to a friend or colleague.

These results demonstrate our unwavering commitment to customer satisfaction and excellence in service delivery.

What We Do Well

Many respondents praised the responsiveness, expertise, and hands-on support of our team. Specific mentions included:

"Really responsive team – would work with the team again!”

Annie Carter

Travelex

“Polar Moment are always a pleasure to work with. They are truly expert, decent people and highly flexible when we need them to be.”

Hewson Maxwell

Red Bee Media

“Fantastic support throughout, thank you!”

Chris Evans

Miura

We are delighted to hear that our proactive and knowledgeable approach has made a positive impact on your projects.

A Big Thank You to Our Customers

At Polar Moment, we believe that open and honest feedback is essential for continuous improvement. That’s why your feedback is invaluable in guiding our efforts to deliver even better service.

As a token of our appreciation, we donated £10 to The Pink Place for every completed survey. The Pink Place is a charity in Basingstoke providing vital support services for men and women affected by cancer. Thanks to your participation, we made a meaningful contribution to this fantastic cause.

Get In Touch

At Polar Moment, we are committed to delivering payments consultancy and software development services that drive tangible business results. Whether you need strategic advice, technical implementation, or training, our team is here to help. Contact us today to discuss how we can support your business.

Polar Moment’s Payments Perspective: February 2025

Post author By user
Post date February 26, 2025

Polar Moment’s Payments Perspective: February 2025

Welcome to February’s edition of Polar Moment’s Payments Perspective! This month we discuss the latest developments in buy now, pay later services, travel payments, and cashless payment systems.

BNPL Adoption in the UK Continues to Grow

Finder.com has reported that the use of BNPL (buy now, pay later) services in the UK continues to expand. 13% of consumers used these services for the first time in 2024. In total, 42% of UK consumers(an estimated 22.6 million people) have used BNPL at some point.

Worldline and FreedomPay Partnership

Worldline, a global payment services provider, has formed a strategic partnership with FreedomPay to improve payment solutions within the travel and hospitality sector. The partnership will offer an omni-channel payment solution designed specifically for large hotel chains with a global presence.

Cashless Payment Systems

Earlier this month, Polar Moment published an article on cashless payment systems. Here, we explore how cashless payment systems work, their benefits, and regulatory considerations. We then discuss how gaming machine operators can successfully implement a cashless system with Game Payment Technology (GPT).

Read the full article here: Cashless Payment Systems

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Polar Moment’s Payments Perspective: January 2025

Post author By user
Post date January 30, 2025

Polar Moment’s Payments Perspective: January 2025

Welcome to January’s edition of Polar Moment’s Payments Perspective! This month we discuss the latest developments from the PSR, new appointments at Pay.UK, and GPT’s new unattended cashless solution.

Payment Systems Regulator Strategy

The PSR has outlined its two-year strategy to support competition, innovation, and growth in the UK payments sector. Building on progress since 2022, including protections against APP fraud, advances in open banking, and card fee reviews, the PSR aims to ensure secure, accessible, and innovative payment systems. Key commitments include embedding fraud reimbursement requirements, upgrading the Faster Payments system, and fostering innovation by removing barriers and collaborating with regulators, businesses, and stakeholders.

Former HSBC Executive Joins Pay.UK

Pay.UK has appointed Fiona Bradshaw as its new director of payments, a role focused on payment operations, fraud operations, and customer onboarding. With over 25 years of experience in payments and transaction banking, including leadership roles at HSBC, RBS, and the FCA, Bradshaw will work alongside the director of technology as part of Pay.UK’s chief operating office leadership team.

Unattended Cashless Solution

Game Payment Technology (GPT) has developed a cashless solution for coin-operated multi-hopper capsule vending machines. This solution was showcased earlier this month on the All Things Nice Vending stand at the EAG exhibition in partnership with Miura and Shift4. The Polar Moment-developed payment controller works alongside a Miura payment terminal, coordinating transactions across all connected vending hoppers.

Read the full article here: GPT Showcases Unattended Cashless Solution at EAG 2025.

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Polar Moment’s Payments Perspective: December 2024

Post author By user
Post date January 8, 2025

Polar Moment's Payments Perspective: December 2024

Welcome to the December edition of Polar Moment’s Payments Perspective! Let’s take a look at what happened in the world of payments last month.

British Retail Consortium Payments Survey

The British Retail Consortium (BRC) published its payments survey last month. The survey reports a rise in the use of cash for the second year in a row to 19.9% of transactions in 2023 (from 18.8% in 2022).

Debit cards remained the most common method of payment, increasing to 62.0% of transactions (66.7% by spending). Taken together with credit cards, card payments accounted for over 75% of transactions and 85% of spending.

Future Roadmap For The RTGS Service

The Bank of England has shared an update on the roadmap for their Real Time Gross Settlement service, highlighting how close engagement with users is supporting innovation in a number of key areas.

Future enhancements could include enhanced access, extended settlement hours and innovative synchronised payments. Read more here.

Revolutionising Vending Machine Payments

Polar Moment has recently partnered with All Things Nice Vending, a leading vending machine operator in the UK. Together, we’re developing a state-of-the-art payment solution for their machines, which will be placed in retailers and other outlets throughout the UK.

This innovative solution will enable seamless, cashless transactions for vending machine customers, enhancing convenience and accessibility. A demonstration system will debut at the EAG Expo, taking place next week in London.

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Polar Moment’s Payments Perspective: November 2024

Post author By user
Post date December 2, 2024

Polar Moment's Payments Perspective: November 2024

Welcome to the November edition of Polar Moment’s Payments Perspective! This month, we discuss the latest developments in the global payments landscape, from transformative government initiatives to funding milestones that will define the future of digital transactions.

Treasury Committee Investigates Cash Acceptance

The UK’s Treasury Committee is examining the challenges posed by declining cash usage. The Bank of England has raised concerns about rising infrastructure costs as cash transactions dwindle. This could cause problems for businesses and consumers who still rely on physical currency.

This investigation will explore the implications for financial inclusion, especially for vulnerable groups. It will consider policy measures to ensure continued access to cash while supporting the broader transition to digital payments. Find out more here.

National Payments Vision: a Strategic Leap for the UK

The UK government unveiled its National Payments Vision (NPV) earlier this month. This comprehensive strategy aims to revolutionise the payments landscape by fostering innovation, enhancing security, and promoting financial inclusion. The NPV outlines plans to modernise payment systems, encourage collaboration between fintech firms and traditional banks, and reduce barriers for SMEs entering the digital payments space.

Key goals include bolstering consumer confidence in emerging payment methods and reducing reliance on outdated infrastructure. As the UK positions itself as a leader in financial innovation, the NPV represents a step toward a future-proof, resilient payments ecosystem. Find out more here.

Polar Moment Expands Influence in Cashless Payments

On 19^th November 2024 Latitude 91 Ltd. (parent company of Polar Moment) announced the acquisition of full ownership of Game Payment Technology (GPT). This makes GPT a wholly owned subsidiary of Latitude 91. Polar Moment’s work with GPT has introduced groundbreaking technology that brings cashless functionality to gaming and amusement machines.

As cash use declines, the success of the Game Payment solution could serve as a model for other cash-dependent industries, such as vending, transportation, and event ticketing. A seamless transition to cashless solutions can address regulatory restrictions, improve customer experience, and secure revenue streams. Polar Moment and GPT are positioned to lead the charge in transforming cash-based industries through digital payments. Find out more here.

SIX Group Acquires Aquis Exchange

SIX Group, a Swiss stock exchange operator, has agreed to acquire Aquis Exchange, a leading UK-based capital markets firm. This acquisition will enhance SIX Group’s presence in the European trading ecosystem, integrating innovative trading solutions with its robust infrastructure.

The move reflects a trend of consolidation in financial markets as firms seek to leverage synergies and expand their global reach. For Aquis Exchange, this partnership offers an opportunity to scale its innovative trading technology across new markets. Find out more here.

Stay tuned for the next edition of Polar Moment’s Payments Perspective, which will be published slightly later than usual due to the holiday season. In the meantime, we hope this season brings you joy, relaxation, and the opportunity to reflect on a year of accomplishments. From all of us at Polar Moment, have a Merry Christmas and a prosperous New Year!

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Latitude 91 Ltd. Acquires Full Ownership of Game Payment Technology Ltd.

Post author By user
Post date November 19, 2024

Latitude 91 Ltd. Acquires Full Ownership of Game Payment Technology Ltd.

19^th November 2024

Latitude 91 is pleased to announce the acquisition of full ownership of Game Payment Technology (GPT), making GPT a wholly owned subsidiary of Latitude 91. The group also owns Polar Moment Ltd., who are experts in payments systems development and consultancy.

This strategic move further enhances the Latitude group’s ability to provide high quality payment solutions. The combined strengths of Polar Moment and GPT give us great flexibility to innovate and expand.

We understand the importance of continuity for GPT’s existing customers. Many have been partners with Game Payment from its early days. This transition will be as seamless as possible, with no disruption in service. Our commitment is to maintain the high standards of service and reliability that GPT’s customers expect, while introducing new products and services.

Tim Stratton, CEO of Latitude 91 and GPT Director:
“Acquiring full ownership of GPT is a major step for the Latitude 91 group to grow the business. We intend to really drive it forward and to rapidly introduce new products and features.”

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News

Polar Moment’s Payments Perspective: October 2024

Post author By user
Post date October 30, 2024

Polar Moment's Payments Perspective: October 2024

Welcome to this month’s edition of Polar Moment’s Payments Perspective. In October, we’re spotlighting innovations and industry shifts shaping the payments landscape, from major acquisitions and sustainable solutions to strengthened fraud protections. Plus, don’t miss our featured blog, where John Rozek explores the vital role payments consultants play in supporting seamless, secure transactions.

Sustainable Payments: Infineon's SECORA Pay Green Payment Card

Earlier this month, Infineon Technologies launched the SECORA Pay Green Card. As the world’s first fully recyclable contactless payment card, it is aimed at significantly reducing plastic waste and CO2 emissions in the payments industry. This innovative card combines the eco-friendly Coil-on-Module (eCoM) package, which integrates the security controller and contactless antenna, setting a new standard for card recycling.

Traditional payment cards are often difficult to recycle due to their complex layers and materials. In contrast, the SECORA Pay Green allows for the entire card body to be recycled as plastic, wood, or paper after the electronic components are removed. This design leads to over 60% savings in CO2 emissions associated with sourcing raw materials and logistics.

For more information, visit ‘Infineon Launches SECORA Pay Green Payment Card’.

Pivotal Acquires Security Plus+

We’re thrilled to highlight a recent success story from our client, Pivotal. They have just acquired Security Plus+ Ltd. (Sec Plus), a major player in secure cash management. Sec Plus provides a broad suite of services, including cash-in-transit (CVIT) secure collections, cash processing, note and coin supply, and extensive guarding services.

This acquisition doubles Pivotal’s workforce to over 1,100 employees and strengthens its position as the largest independent provider of cash management and ATM services across the UK and Ireland.

For further details, visit Pivotal acquires Security Plus+ Limited.

New Protections for APP Scam Victims

As of the 7^th of October, victims of Authorised Push Payment (APP) scams now benefit from enhanced protections under the Payment Systems Regulator’s new rules. APP scams, where fraudsters trick people into authorising a bank transfer, will now be addressed with faster and more comprehensive reimbursement.

Consumers using the UK’s Faster Payments or CHAPS systems can expect reimbursement within five business days for amounts up to £85,000, with additional claims eligible for review by the Financial Ombudsman Service.

For more information, visit ‘Groundbreaking new protections for victims of APP scams start today’.

Blog Spotlight: What Does a Payments Consultant Do?

In our latest blog post, learn what a payments consultant does and how they can optimise payments with insights from Polar Moment’s John Rozek.

From the largest multinational retailer to the smallest local shop, John explains why having a seamless, secure, and cost-effective payment system in place is vital and how payments consultancy can help.

Thank you for joining us in this edition of Polar Moment’s Payments Perspective. We look forward to bringing you more insights and updates in the coming months. If you have any questions or topics you’d like us to cover, please feel free to reach out.

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Polar Moment’s Payments Perspective: September 2024

Post author By user
Post date September 23, 2024

Polar Moment's Payments Perspective: September 2024

Welcome to the September edition of Polar Moment’s Payments Perspective. This month, we explore significant changes impacting the payments industry. We’ll cover new security standards for payment systems, the rise of Buy Now, Pay Later (BNPL) regulations, and the latest developments in the European Payments Initiative (EPI).

New Security Standards for Payment Systems: ISO 20022 Updates

September brings the latest updates to ISO 20022, the global standard for electronic data interchange in financial services. With the increasing complexity of cross-border payments and the growing need for real-time transactions, these updates are designed to enhance security, standardise messaging, and improve compatibility between payment systems globally.

ISO 20022 facilitates clearer, more structured data in payment messages, which not only improves transparency but also bolsters fraud detection and prevention measures. This is particularly important for financial institutions and payment processors who are handling growing volumes of data across borders.

What businesses need to know:

Better data quality: Enhanced payment information will provide more detailed remittance data, enabling better reconciliation and payment tracking.
Strengthened security: Updates focus on fraud detection and cybersecurity, ensuring businesses can better protect themselves and their customers.
Global compliance: The updates will require businesses to upgrade their systems to be compatible with the new standard. Financial institutions and payment processors should begin preparing for full compliance.

These changes could lead to more efficient payment processing, but businesses must ensure they are ready for the transition.

For more information, visit ISO 20022 Handbook.

The Rise of BNPL Regulation

The explosive growth of Buy Now, Pay Later services has led to increased regulatory scrutiny, particularly in the EU and the UK. Regulators are stepping in to ensure consumer protection, transparency, and responsible lending practices. New rules have been introduced, which are designed to prevent excessive borrowing and protect consumers from hidden fees or charges.

The BNPL market, once largely unregulated, is now facing tighter oversight, with key changes including:

Credit checks: Providers must now conduct mandatory credit checks to ensure borrowers can afford their repayments.
Interest and fees disclosure: Stricter requirements for transparency on interest rates, late fees, and repayment terms.
Consumer protection: Providers are being held to higher standards of customer care, ensuring that BNPL users are fully aware of the risks involved.

Impact on merchants:

Retailers offering BNPL services must ensure their partners are compliant with the new regulations.
Consumers may take a more cautious approach to BNPL, potentially impacting spending habits, so merchants may need to adapt their payment offerings.

This regulatory shift is intended to create a safer environment for consumers while fostering sustainable growth in the BNPL market. For more details, visit BNPL Regulation News.

European Payments Initiative New Developments

EPI continues to gather momentum as it seeks to build a unified payment solution across Europe. In September 2024, several major European financial institutions joined the EPI, accelerating its development. The EPI aims to reduce Europe’s reliance on global payment networks like Visa and Mastercard by offering an alternative payment solutions for card payments, digital wallets, and real-time payments.

Key benefits of the EPI:

Cost efficiency: By creating a homegrown European alternative, businesses could benefit from lower transaction fees.
Security and sovereignty: The EPI is designed to enhance payment security and protect European payment data from global actors, strengthening digital sovereignty in the EU.
Seamless integration: EPI aims to provide smoother integration for European businesses operating across borders within the region, offering a unified experience for consumers and merchants alike.

As EPI continues to gain traction, businesses operating within the Eurozone should monitor its development closely, as it could reshape the European payments landscape in the coming years. For more updates on EPI, visit EPI News.

For more detailed discussions and personalised advice, get in touch to speak with a member of the Polar Moment team.

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Polar Moment’s Payments Perspective: August 2024

Post author By user
Post date August 29, 2024

Polar Moment's Payments Perspective: August 2024

Welcome to this month’s edition, where we explore the European Central Bank’s progress on the digital euro, Visa and Mastercard’s new AI-powered fraud detection systems, and the launch of a co-branded credit card by Amazon and Barclays in the UK.

The Digital Euro

The ECB has advanced its plans for a digital euro, launching pilot programmes across several EU countries. A digital euro would be an additional payment option, alongside cash, enabling consumers to use central bank money in a digital format.

The trials aim to test the digital euro’s functionality, security, and integration with existing payment systems. Feedback so far has been cautiously positive, with participants seeing potential benefits, especially for cross-border transactions. However, concerns remain about privacy, ease of use, and how it will fit with existing banking practices.

For businesses in the Eurozone, the digital euro could simplify payments, but they will need to consider adapting to new systems and regulations. Find out more here.

Visa and Mastercard's AI-Powered Fraud Detection

Earlier this year Visa and Mastercard announced new AI-driven initiatives to enhance fraud detection in their payment networks. These advanced systems aim to identify and prevent fraudulent transactions more effectively by analysing vast amounts of data in real time.

The AI technology is designed to detect unusual patterns and behaviours, allowing quicker responses to potential fraud. This could significantly reduce the number of fraudulent transactions, benefiting both consumers and businesses.

For merchants and payment service providers, the adoption of these AI-powered tools could mean fewer chargebacks and an enhanced customer experience. However, businesses will need to ensure their systems are compatible with these systems to fully benefit from the improved fraud prevention. Find out more here.

Amazon and Barclays Launch Co-Branded Credit Card

On the 12^th August, Amazon and Barclays announced the launch of a new co-branded credit card in the UK, offering enhanced rewards for Amazon purchases. The card is designed to provide customers with greater value, featuring cashback on Amazon spending, as well as rewards for everyday purchases such as groceries and fuel.

This partnership aims to strengthen customer loyalty by integrating Amazon’s vast retail network with Barclays’ financial services expertise. For consumers, the card offers a straightforward way to maximise rewards on routine expenditures. Businesses should note the increasing trend of co-branded credit cards, which combine retail and financial services to attract and retain customers in an increasingly competitive market.

Find out more here.

For more detailed discussions and personalised advice, get in touch to speak with a member of the Polar Moment team.

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Polar Moment’s Payments Perspective: July 2024

Post author By user
Post date July 30, 2024

Polar Moment's Payments Perspective: July 2024

Revised Payment Services Directive (PSD3) in the European Union

The proposals for the revised Payment Services Directive (PSD3) aim to enhance consumer protection, promote innovation, and improve security in electronic payments across the EU. Key changes include stricter requirements for strong customer authentication (SCA) and increased transparency around fees. Businesses will need to update their payment systems and procedures to meet these new standards within an 18-month transition period, bringing the changes into effect in 2026. More details can be found here.

CrowdStrike's IT Outage

This month, a faulty software update by cybersecurity firm CrowdStrike resulted in what is being termed “the largest IT outage in history.” The incident caused widespread disruptions across airlines, banks, health services, and retailers globally. This outage serves as a stark reminder of the importance of rigorous testing and robust contingency planning in maintaining secure and resilient IT systems.

Debit Card Payments on Fruit Machines

The department for culture, media and sport (DCMS) recently published its decision to lift the ban on the use of debit cards on gaming machines. In response, the amusements industry has been proposing solutions to facilitate this transition. These aim to enhance user convenience and reduce reliance on cash, while ensuring robust security and compliance with stringent anti-money laundering (AML) regulations.

At the GBG conference in London earlier this month, Polar Moment director, John Rozek (pictured above), discussed these developments. He highlighted the need for the industry to adopt advanced payment technologies that facilitate seamless transactions and reduce the risk of gambling harm. He also emphasised the importance of player protection measures, such as minimum transaction times and safer gambling messaging. More insights can be found here.

More Payment Options for Pub Pool Tables

Game Payment Technology (GPT), continues to drive the amusement and gaming machine industry forward with its cashless payment solutions. Installations in Hampshire pubs, near the company’s Basingstoke headquarters, allow customers to pay for pool games via card payment terminals.

For more detailed discussions and personalised advice, get in touch to speak with a member of the Polar Moment team.

Customer Satisfaction Survey Results

At a Glance

- Customer satisfaction remains exceptionally high, with an average rating of 9.82/10.

- 100% of respondents strongly agreed that Polar Moment met their requirements, provided expert advice, and communicated effectively.

- Flexibility and responsiveness were highlighted as key strengths.

Outstanding Satisfaction Scores

What We Do Well

A Big Thank You to Our Customers

Get In Touch

More From Polar Moment

Polar Moment’s Payments Perspective: February 2025

BNPL Adoption in the UK Continues to Grow

Worldline and FreedomPay Partnership

Cashless Payment Systems

Click subscribe to receive next month's edition of Polar Moment's Payments Perspective straight to your inbox!

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More From Polar Moment

Polar Moment’s Payments Perspective: January 2025

Payment Systems Regulator Strategy

Former HSBC Executive Joins Pay.UK

Unattended Cashless Solution

Click subscribe to receive next month's edition of Polar Moment's Payments Perspective straight to your inbox!

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More From Polar Moment

Polar Moment's Payments Perspective: December 2024

British Retail Consortium Payments Survey

Future Roadmap For The RTGS Service

Revolutionising Vending Machine Payments

Click subscribe to receive next month's edition of Polar Moment's Payments Perspective straight to your inbox!

Get In Touch

More From Polar Moment

Polar Moment's Payments Perspective: November 2024

Treasury Committee Investigates Cash Acceptance

National Payments Vision: a Strategic Leap for the UK

Polar Moment Expands Influence in Cashless Payments

SIX Group Acquires Aquis Exchange

Click subscribe to receive next month's edition of Polar Moment's Payments Perspective straight to your inbox!

Get In Touch

More From Polar Moment

Latitude 91 Ltd. Acquires Full Ownership of Game Payment Technology Ltd.

Get In Touch

Polar Moment's Payments Perspective: October 2024

Sustainable Payments: Infineon's SECORA Pay Green Payment Card

Pivotal Acquires Security Plus+

New Protections for APP Scam Victims

Blog Spotlight: What Does a Payments Consultant Do?

Click subscribe to receive next month's edition of Polar Moment's Payments Perspective straight to your inbox!

Get In Touch

More From Polar Moment

Polar Moment's Payments Perspective: September 2024

New Security Standards for Payment Systems: ISO 20022 Updates

The Rise of BNPL Regulation

European Payments Initiative New Developments

Click subscribe to receive next month's edition of Polar Moment's Payments Perspective straight to your inbox!

Get In Touch

More From Polar Moment

Polar Moment's Payments Perspective: August 2024

The Digital Euro

Visa and Mastercard's AI-Powered Fraud Detection

Amazon and Barclays Launch Co-Branded Credit Card

Click subscribe to receive next month's edition of Polar Moment's Payments Perspective straight to your inbox!

Get In Touch

More From Polar Moment

Polar Moment's Payments Perspective: July 2024

Revised Payment Services Directive (PSD3) in the European Union

CrowdStrike's IT Outage

Debit Card Payments on Fruit Machines

More Payment Options for Pub Pool Tables

Subscribe to receive next month's edition of Polar Moment's Payments Perspective

Get In Touch

More From Polar Moment