PYMNTS Releases Service Bill Experience Study
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AI-assisted source synthesis · not an independent investigation.
On November 4, 2026, PYMNTS released the Service Bill Experience Study, conducted in partnership with Paymentus. The report surveyed 2,566 U.S. consumers and 240 service providers, finding that younger consumers encounter more billing problems and are more willing to delay payments or consider switching service providers. Nearly eight in 10 consumers contacted customer service in the past year, compared with 71% of baby boomers. Meanwhile, nearly six in 10 Gen Z consumers said paying bills makes them feel more connected to their service providers.
AI-written from reports · updated 2 hours ago
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- PYMNTSYounger consumers make service providers pay for poor billing experiences
A report from PYMNTS Intelligence and Paymentus shows that younger consumers encounter more billing problems and are more willing to delay payments or consider switching service providers. The report surveyed 2,566 U.S. consumers and 240 service providers; nearly eight in 10 consumers contacted customer service in the past year, compared with 71% of baby boomers. Nearly six in 10 Gen Z consumers said paying bills made their relationship with service providers closer.
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