From Transactions to Trust: The Future of Utility Billing & Payments

Utility billing is now digital. Customers can view bills, make payments, and access self-service with relative ease. Now, the real challenge is earning customer trust. Ensuring payments are secure, and help is always available when needed. Our research reveals a surprising gap: while most customers trust the payment process, fewer trust the utilities themselves to protect their personal data.

To understand what drives real confidence, KUBRA surveyed 1,023 U.S. adults for our 2026 Utility Customer Experience Research, uncovering what turns everyday billing and payment interactions into moments of confidence rather than just completed transactions.

👉 Get the full report by filling out the form below and discover how trust will shape the future of utility payments.

Key Findings

• 83% of utility customers feel informed, in control, or confident when managing and paying their bills, but 17% experience stress, frustration, or confusion along the way
• 76% of utility customers feel confident their payment information is secure, yet only 63% trust their utility to protect their personal data
• 64% of utility customers say security measures actively instill trust in their utility
• 87% of utility customers are confident their payment was received, but that confidence drops to 81% satisfaction with the confirmation and receipt they get afterward
• 49% of utility customers are ready to adopt emerging payment technologies like digital wallets, AutoPay, and AI-assisted payments, with another 25% neutral

What's the biggest trust gap in utility billing and payments?

According to KUBRA's 2026 Utility Customer Experience Research, the widest trust gap isn't about the transaction itself; it's about the institution behind it. 76% of utility customers feel confident their payment information is secure, but only 63% trust their utility to protect their personal data. That 13-point gap shows that customers can trust a payment mechanism even while doubting the company that runs it, which limits how quickly they'll adopt new digital payment features.

FAQs

All data below is from KUBRA's 2026 Utility Customer Experience Research.

Does security affect whether customers adopt new payment technology? Yes. 63% of utility customers say security directly impacts their willingness to adopt new payment technologies and features, making trust a key driver of whether innovations like digital wallets or AI-assisted payments get used at all.

How do customers feel when managing and paying their utility bills? Mostly positive. 83% of utility customers feel informed, in control, or confident when managing their bills, but 17% report stress, frustration, or confusion, a meaningful share given how frequently bill payment happens.

Are customers confident their utility payment went through? Largely, yes. 87% of utility customers are confident their payment was received, including 55% who are very confident. But 13% remain uncertain, and satisfaction with the confirmation or receipt they get afterward trails at 81%, exposing a communication gap after the payment is complete.

Are utility customers ready to adopt new payment technologies, like digital wallets or AI-assisted payments? Nearly half are. 49% of utility customers are ready to adopt emerging payment experiences like digital wallets, AutoPay, and AI-assisted payments, and another 25% are neutral rather than opposed, representing a large group that could be moved with the right education and reassurance.