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A Utility Dive sponsored report identifies five trends in utility bill payments, led by the use of utilities’ own logged-in digital channels. Its figures also point to growing digital wallet use, low awareness that wallets are accepted, steady credit card use and interest in flexible payment options. The report does not provide survey methodology or field dates in the supplied material.
A Utility Dive sponsored report says 60% of utility customers pay through a utility’s own logged-in channel, while use of digital wallets and interest in flexible bill payments are also part of a changing payment mix. The findings matter to utilities deciding which payment options to support and how to tell customers about them, though the supplied report does not state when its survey was conducted or how respondents were selected.
The report’s figures show that customers favor utility-owned digital channels over several other listed methods. It says 21% use bank bill pay, while 7% use guest payments, 4% traditional mail, 3% phone payments and 2% in-person payments. The report does not specify whether respondents could select more than one method, so the figures should not be treated as mutually exclusive shares.
Digital wallet use for bills is rising in the report’s comparison: 42% of consumers have used a wallet to pay a bill, compared with 37% in 2022. Among wallet users, PayPal use is reported at 61% and Apple Pay at 59%; the report says Apple Pay use has nearly doubled since 2022. It also says 59% of wallet users manage two or more wallets, a figure the report uses to argue for supporting multiple providers.
Awareness appears lower than stated interest: only 24% know they can use a wallet for a utility bill, while 52% do not know either way. Half say they would consider using one in the future. Credit cards remain in use for utility bills, with 42% reporting use; the report says rewards or cash back motivate 66% of those who pay utility bills by credit card. Separately, 37% value future flexibility such as installments, and 40% are interested in, somewhat interested in, or already using buy now, pay later for bills.
Payment Choices Shape Utility Service
The findings suggest that payment is part of the customer’s service experience, not only a back-office task. If most customers use a utility’s logged-in channel, the ease of finding payment options and completing a transaction can affect how customers experience the company. The report argues that weak digital experiences could create customer service costs or harm a utility’s reputation, but it does not quantify those effects.
For customers, awareness may shape whether available options are actually used. The gap between the 24% who know wallets are accepted and the 50% who say they would consider using one suggests that clearer communication could matter alongside technical support. The figures describe reported knowledge and stated interest; they do not show how many customers would switch payment methods after receiving information.
Flexible payment options may be relevant to customers seeking more time or different payment arrangements. But reported interest in installments or buy now, pay later does not establish how often customers would use these products, what fees might apply, or whether they would improve household finances. Utilities would need to weigh customer demand, program terms and operational costs.
digital wallet for utility bill payments
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From Payment Processing to Customer Experience
The report describes a change in utility payment strategy: businesses once focused mainly on whether bills were paid, while customers’ preferred payment locations and methods have become more prominent. It frames the trends as part of a broader shift in consumer habits across bill types, with payment expectations shaped by experiences paying for subscriptions, internet and phone service, and general purchases.
Some of the report’s comparisons provide useful reference points. It says 61% use digital wallets for general purchases, compared with 42% who have used one to pay a bill. Credit card use for utility bills is reported at 42%, below the report’s figures for subscriptions, 59%, and internet or phone bills, 54%. The supplied material does not identify the underlying study, survey dates, sample size or exact question wording, limiting what can be concluded from these comparisons.
““60% of utility customers pay through their utility’s own logged-in channel””
— Utility Dive sponsored report
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Survey Details and Actual Uptake
The supplied report material does not name the research firm or provide survey dates, sample size, geographic coverage, question wording or methodology. Those details are needed to assess how representative the percentages are and whether comparisons across years used the same methods.
It is also unclear how many customers who express interest will actually adopt wallets, installment plans or buy now, pay later. The reported 40% figure combines consumers who are interested, somewhat interested or already using BNPL, so it does not measure active use alone. The report does not state which utilities accept these options, what fees or eligibility rules apply, or whether payment behavior differs by customer group.
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Utilities Face Adoption Questions
The report points utilities toward reviewing which payment methods their systems support and whether customers know those options exist. For wallets, it argues for communicating acceptance and supporting multiple providers, given the reported number of customers who manage more than one wallet. The report does not name a specific utility rollout, deadline or announced policy change.
Utilities considering flexible payment programs will need to establish how the options work, who can use them and what costs or conditions apply. Further survey details and actual adoption data would help determine whether stated interest translates into sustained use. For now, the report presents customer preferences and awareness as trends to monitor, rather than evidence of a sector-wide change in payment policy.
credit card rewards for bill payments
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Key Questions
Where do most utility customers in the report pay their bills?
The report says 60% pay through a utility’s own logged-in channel. It also lists bank bill pay, guest payments, mail, phone and in-person payments, but does not state whether respondents could select multiple methods.
How common are digital wallets for bill payments?
The report says 42% of consumers have used a digital wallet to pay a bill, up from 37% in 2022. It does not provide the survey dates or methodology in the supplied material.
Do customers know utilities accept digital wallets?
According to the report, 24% know they can pay a utility bill with a wallet, while 52% do not know either way. Half say they would consider using a wallet for a utility payment in the future.
Are customers already using buy now, pay later for utility bills?
The report combines those who are interested, somewhat interested or already using BNPL into a 40% figure. It does not say how many are current users, so that percentage should not be read as the share actively paying bills this way.
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