Cover for the September 2026 PYMNTS Intelligence and Paymentus Service Commerce Performance Gap. PYMNTS Intelligence reports how billing friction puts customer loyalty, cash flow and $28 billion in monthly payments at risk.

Billing Friction Puts $28 Billion in Monthly Payments at Risk

The Service Commerce Performance Gap

PYMNTS Intelligence surveyed 2,566 U.S. consumers and 240 billing leaders to find out how billing problems affect customer behavior. The findings reveal a costly gap between what service providers believe they deliver and what customers experience. What providers don’t see could affect how quickly people pay and whether they stay.

Inside the September Report

  • Service commerce earns an overall score of 65 out of 100. Relationship quality receives the lowest score across every industry studied.
  • Only 5% to 6% of providers rate key billing services below ideal. Consumers report problems at two to three times those rates.
  • An estimated 62 million U.S. adults have delayed payments because of dissatisfaction. The report estimates that about $28 billion in monthly bills may be exposed to delays.

    By completing this form, you agree to receive marketing communications from PYMNTS and consent to the sharing of your information with our sponsors, where applicable, in accordance with our Privacy Policy and Terms and Conditions. Sponsors may use this information to contact you directly. You may update your preferences or withdraw your consent at any time.

    to our daily newsletter, PYMNTS Today.