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.
