Mobile Wallet Users Report Higher Satisfaction for Bill Payments

The more often consumers use mobile wallets to pay their bills, PYMNTS Intelligence reveals, the more satisfied they are with the experience. 

The report, “Digital Bill Payments: Frequent Mobile Wallet Bill Pay Users the Most Satisfied,” a collaboration between PYMNTS Intelligence and ACI Worldwide, sheds light on the benefits and challenges of using mobile wallet bill pay services. The survey, which drew on responses from more than 2,100 U.S. consumers, aimed to understand their experiences, perceptions and satisfaction levels when it comes to paying bills through mobile wallets. 

The findings revealed a correlation between the number of bills paid using mobile wallet bill pay and the levels of satisfaction. Users who paid more than five bills using this method reported satisfaction rates that were twice as high as those who paid only one bill.

The survey also revealed that 96% of consumers who paid more than five bills using mobile wallets expressed at least some level of satisfaction with their experience, and 85% reported being very or extremely satisfied.

Conversely, those who use the payment method for fewer of their bills are less likely to be similarly pleased with their experience. Sixty-eight percent of those who paid four or five bills using the method reported being very or extremely satisfied, compared to 59% of those who used it to pay two or three bills and 42% of those who use it to pay one bill said the same.

Meanwhile, 21% those in the last group were only slightly or not at all satisfied with their mobile wallet bill payment experience, while only 4% of those who use it to pay more than five bills said the same.

“One possible reason consumers who use these tools to pay more of their bills have higher satisfaction levels,” the report hypothesized, “is that they have taken advantage of mobile wallets’ most important features: the ability to consolidate bills and pay them in one place.”