A monthly bill shouldn’t come with homework. Yet paying for everyday services can mean wrestling with a login, hunting for a payment option or calling someone for help.
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PYMNTS Intelligence , in collaboration with Paymentus , explores these challenges in “ The Service Commerce Performance Gap: The Generational Playbook .” The report draws on surveys of 2,566 U.S. consumers and 240 service providers. It examines billing and payment experiences across auto loans, healthcare, property insurance, and electricity and gas services.
The findings reveal a generational gap in billing and payment experiences. Younger consumers report more billing problems and show a greater willingness to delay payments or consider leaving. Older consumers face many of the same obstacles. Providers can address both groups by improving everyday billing.
Routine billing creates extra work across generations. Nearly eight in 10 consumers called customer support during the past year. Even among baby boomers, 71% called for help. The report explores common obstacles across age groups, including difficult logins and lengthy payment processes. It helps providers identify opportunities to simplify everyday tasks and make assistance easier to access.
A payment can strengthen a customer relationship. Nearly six in 10 Gen Z consumers say paying a bill brought them closer to their provider. A majority also choose providers for reasons other than price. These findings offer a useful counterpoint to younger consumers’ frustrations. The billing experience gives providers another chance to earn goodwill.
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