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A Utility Dive sponsored report describes five consumer trends in utility bill payments: growing reliance on utilities’ logged-in digital channels, increased wallet use, low awareness of wallet availability, steady credit card use and early interest in flexible payment options. The figures point to changing preferences, though the report does not provide enough methodological detail here to assess how the survey was conducted or how representative it is.
A Utility Dive sponsored report identifies five trends in how consumers pay utility bills, including the dominance of utilities’ own logged-in digital channels and rising use of digital wallets. The findings also point to low awareness that wallets can be used for utility payments and interest in more flexible options, giving utilities a picture of customer preferences as they plan payment services.
The report says 60% of utility customers pay through a utility’s own logged-in channel. It lists bank bill pay at 21%, guest payments at 7%, mail at 4%, phone payments at 3% and in-person payments at 2%. The figures suggest that the utility’s own digital experience is a major part of bill payment for respondents, while each of the listed alternatives is used by a smaller share.
Wallet use for bills appears to be growing: 42% of consumers have used a digital wallet to pay a bill, compared with 37% in 2022. Among wallet users, the report puts PayPal use at 61% and Apple Pay at 59%, and says Apple Pay use has nearly doubled since 2022. It also reports that 59% of wallet users manage at least two wallets. Separately, only 24% of customers know they can pay a utility bill with a wallet, while 52% do not know whether that option is available; half say they would consider using one for a utility payment.
Credit cards remain established in the mix: 42% of consumers use them for utility bills, and the report says about 65% either use or are likely to use a credit card for bill payments. Rewards and cash back are cited as drivers by 66%. For flexible options, 37% of utility customers value future choices such as installment plans or buy now, pay later (BNPL). The report separately says 40% are interested in, somewhat interested in, or already using BNPL for bill payments.
Payment Choices in Utility Service
The report describes bill payment as a recurring interaction between utilities and customers. It says payment experience can influence customer satisfaction and operating costs, but the supplied material does not quantify those effects. Its figures show that 60% of respondents use a utility’s own logged-in channel to pay.
The report also finds a gap between awareness of wallet payments and stated interest in using them. It presents communication, support for multiple wallet providers and flexible payment features as areas utilities may consider. The data describe reported preferences and do not establish that a particular payment change will increase revenue or reduce service costs.
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From Payment Access to Customer Habits
The report frames the changes around two choices: where customers pay and which methods they use once they reach a payment channel. It says consumers’ expectations are shaped by their use of digital payments for other purchases and bills. As one point of comparison, 61% use digital wallets for general purchases, according to the report.
Its five areas are owned digital channels, wallet use, awareness of wallet availability, credit card payments and flexible options such as installment plans or BNPL. These are presented as trends to watch in 2026 and beyond, rather than as a forecast with specified adoption targets. The supplied source is a sponsored report published by Utility Dive.
““60% of utility customers pay through their utility’s own logged-in channel.””
— Utility Dive sponsored report
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Survey Scope Remains Unspecified
The supplied material does not state when the underlying survey was conducted, how many people took part, how respondents were selected or which markets were covered. It also does not give question wording or detailed definitions for categories such as “interested” and “likely to use.” Those details are needed to judge how broadly the percentages apply.
The report’s numbers capture reported use and interest, but do not show whether preferences will lead to actual payment changes. The BNPL figure combines people who are interested, somewhat interested or already using the option; the source does not break out those groups. The material also does not quantify the revenue, call center or customer-retention effects it says utilities could face.
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Report Outlines Payment Topics for Utilities
The report does not identify a specific next survey, policy decision or rollout date. It lists payment methods available through utilities’ own digital channels, customer awareness of those methods and support for multiple wallets among the topics discussed. It also covers installment and BNPL options, without setting out an implementation plan.
The supplied material does not include further survey methods or later adoption figures. The findings report consumer behavior and preferences at the time of the underlying survey, whose timing is not specified.
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Key Questions
What is the most-used way consumers pay utility bills in the report?
The report says 60% of utility customers pay through their utility’s own logged-in channel. It lists bank bill pay at 21%, with other named methods below that share.
How common are digital wallets for bill payments?
42% of consumers have used a digital wallet to pay a bill, up from 37% in 2022, according to the report. It does not specify the survey dates or methodology in the supplied material.
Do most customers know wallets can be used to pay utility bills?
No. The report says 24% know the option is available, while 52% do not know either way.
Does the report show that BNPL is already a mainstream way to pay utility bills?
No. The 40% figure includes consumers who are interested, somewhat interested or already using BNPL for bill payments. It does not separate current users from those expressing interest.
How representative are these findings?
The supplied material does not provide the survey’s sample size, field dates, respondent selection or market coverage, so its representativeness cannot be assessed from these details alone.
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