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.
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.
Download the Study
The Service Commerce Performance Gap: The Generational Playbook
In “The Service Commerce Performance Gap: The Generational Playbook,” learn how:
- 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.
- An overall score can miss a generation’s struggles. A better average doesn’t guarantee a better experience for every age group. The report outlines ways to track failed payments, dispute delays and support needs by generation. It also explains why providers should track intentions to switch alongside actual customer departures. Each measure tells a different part of the story.
For billing, payments and customer service leaders, this playbook turns generational differences into practical priorities. Explore where customers need help, where payment processes fall short and where a simpler experience could build a stronger relationship.
Download the report to find the next opportunity to make paying a bill easier.
