InvoiceCloud Research: 82% of Consumers Surveyed Want Billing Platforms That Prioritize Customer Experience and Security

Research shows clear security standards, accessible design, and flexible payment options are critical to building trust in digital payments

BOSTON--(BUSINESS WIRE)--InvoiceCloud, a leading provider of digital billing and payment solutions, today released findings from a new consumer trust survey revealing that 82% of respondents are more likely to use digital billing platforms that clearly highlight security and compliance measures. As online scams and phishing attacks continue to rise, nearly one-third of consumers surveyed (32%) say visible security standards are the single most important factor in earning their trust.

“Consumer trust is the foundation of digital payment adoption, and it is not something organizations earn once and hold onto, as fraud tactics evolve and consumer expectations constantly shift,” said David Albertazzi, Executive Advisor, Retail Banking & Payments at Datos Insights. “Organizations that treat the experience as ‘set it and forget it’ risk losing customers at precisely the moment confidence matters most.”

While 89% of consumers surveyed want the option to pay bills on mobile devices, 80% say they lose trust in an organization if its digital payment experience appears outdated or difficult to use. In fact, 55% will abandon the payment process altogether if the website feels unsafe or confusing.

The survey also identified key factors that influence trust in bill payment emails and digital notifications. Recognizable sender names (48%), personalized details such as the customer’s name or account balance (39%), and secure HTTPS links (31%) all help signal legitimacy and build confidence. At the same time, trust increasingly extends beyond the message itself to the login experience, where features like single sign-on (SSO) and multi-factor authentication (MFA) provide added reassurance without introducing friction. Still, nearly one-fourth of consumers surveyed (22%) say they will not open a bill payment email despite these indicators, and 10% — primarily Baby Boomers and older generations — report they will not use a digital bill payment platform at all.

“As AI reshapes consumer expectations and enables more sophisticated cyberattacks, building trust is critical for digital payment adoption,” said Branden Williams, Vice President of Information Security at InvoiceCloud. “Our research shows that clearly communicating security practices — while ensuring billing platforms are accessible and easy to use — is essential to making customers feel confident paying bills online.”

Accessibility also plays a significant role in digital payment adoption, whether through intuitive design, flexible payment preferences, or platforms that accommodate users with visual, hearing, cognitive, or motor impairments. More than one-third of consumers surveyed (36%) say they or someone they know has accessibility needs that impact their ability to use digital billing platforms, and 35% of those respondents report abandoning a payment because of accessibility limitations. Overall, 82% of consumers say they are more likely to use billing platforms that are easy to navigate, mobile-friendly, and accessible.

Additional findings from the consumer trust survey include:

• Payment Choice Builds Trust: In addition to security, access to preferred payment options ranks among the top factors influencing trust in digital bill payment platforms.
• Past Experiences Drive Adoption: A positive prior experience with digital bill payment ranks among the top three factors influencing trust and future use, alongside security standards and payment preferences.
• Guest Checkout Matters: 83% of consumers surveyed say it is somewhat to very important to have a guest checkout option, allowing them to pay bills online without creating an account—making it a key entry point for first-time users and a driver of those initial positive experiences that lead to repeat adoption.

To view and download the full data report, click here.

To learn more about InvoiceCloud’s leading digital bill payment platform, visit InvoiceCloud.com.

About the Survey
The consumer trust survey was conducted via Dynata and polled 1,000 general U.S.-based consumers over 18 years of age in January 2026. Respondents were segmented and analyzed across age groups, gender, marital status, having children, and household income. For complete survey methodology, please email [e-mail].

About InvoiceCloud
InvoiceCloud provides modern digital payment, customer engagement, and outbound disbursement solutions. The company services more than 3,250 customers across the utility, government and insurance industries and is a leader in the electronic bill presentment and payment (EBPP) space. InvoiceCloud’s SaaS platform enables continuous enhancements to the customer experience resulting in higher digital payment, AutoPay, and paperless adoption rates. By switching to InvoiceCloud, clients can improve customer engagement and satisfaction while lowering costs, accelerating payments, and reducing staff workloads. To learn more, visit InvoiceCloud.com.