Paymentus study flags $330 billion annual service bill revenue at risk from billing friction
PAY•Survey covered consumers and billing executives
The survey covered 2,566 U.S. bill payers and 240 billing executives across insurance, loans/finance, utilities and healthcare.
The fieldwork was conducted in March-April 2026.
Study says billing friction could put revenue at risk
Paymentus published a study warning that billing and payment friction could put more than USD 330 billion in annual service revenue at risk.
PYMNTS Intelligence estimates about USD 28 billion per month across four categories could face payment delays tied to billing dissatisfaction.
- 58% of consumers link billing experience to service quality.
- Fewer than 5% of providers view billing and payments as a major loyalty driver.
- Gen Z rated every industry 12 to 16 points below older cohorts.
- 54% of Gen Z respondents find payments frustrating.
- 40% delay bills pending dispute resolution.
