PayNearMe Research

How Consumers Pay Bills: Expectations vs. Reality

Learn how payments innovation drives consumer expectations for bill payment—and how consumer preferences differ from established behaviors.

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About this research

PayNearMe conducted an online survey in April 2021 to determine perceptions and preferences for how U.S. consumers want to pay their bills.

What we aimed to learn: 

  • How consumers want to pay their bills
  • What types of features and functionality would make payments easier
  • What consumers expect from their bill pay experience
  • How businesses must adapt to meet shifting consumer expectations
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What makes paying bills difficult

Managing and paying bills is hard. It’s thought to be so annoying that 38% of adults would rather fold and put away laundry than pay their bills, and nearly 1 in 3 adults (29%) say that paying bills causes them stress and anxiety.

  • Disorganization tops the list
    A majority (52%) of those polled said remembering logins, passwords and account numbers makes paying bills difficult.
  • Poor UX drives dissatisfaction
    For nearly a third (30%), navigating poorly designed biller websites or apps creates difficulty in the bill pay process.
  • Entering information is frustrating
    Having to enter payment information each billing cycle had a negative effect on 26% of individuals in the study.
  • Read the full report

    Get all the insights and stats in a single PDF by filling out the form to the right. By filling out the form,  you’ll also gain access to upcoming research, including:

    • Consumer Attitudes Toward New Mobile Bill Payment Options
    • Driving On-Time Payments: What Makes Customers Pay Late
    • What the Newest Generation of U.S. Consumers is Saying About Bill Pay
    Download the Research

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