Low customer trust is quietly undermining utility digital payment programs
Why it matters: Utilities face escalating operational costs as customer distrust measurably decreases online payment adoption.
- Utilities are observing measurable drops in online payment adoption.
- Low customer trust is identified as the primary factor behind the declining digital payment engagement.
- Operational costs for utilities are rising as a direct consequence of reduced online payment usage.
Utilities are experiencing a significant decline in online payment adoption, leading to increased operational costs, primarily due to their failure to address core consumer distrust. This trend quietly undermines the efficiency and cost-saving potential of digital payment programs across the sector.
