KUBRA 2025 Insights: Digital Wallets in Utilities

Digital wallets are now table stakes, but bill payments are still catching up. Consumers widely use wallets for everyday purchases, yet many don’t realize their utility even offers them. Our latest data shows wallet use for utility bills continues to rise, multi-wallet behavior is the norm, and awareness, not demand, is the growth unlock.

Based on the KUBRA 2025 Digital Wallets in Utilities research, this infographic breaks down who’s using digital wallets for bill pay, what’s driving adoption (ease, convenience, time savings), what’s holding people back (security concerns, availability, tech comfort), and why it matters for CX; on-time payment, satisfaction, and innovation perception.

You can view the infographic here or by clicking the image below.