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2022 Annual Pulse Report

Billing and Payment Trends and Behaviors

Our survey reveals that new consumer habits and attitudes are still emerging to shape expectations of billing and payment experiences

Keep Ahead of Consumer Preferences

2022 is shaping up to be another year of big change … billing and payments are no exception. In this new report, we look at how quickly consumer preferences are evolving for all generations ⁠— from Gen Z to Boomers.

“More consumers than ever are willing to change how they pay their bills in pursuit of greater convenience and payment experiences that better fit their daily lives”

Sanjay Gupta
Executive Vice President, Head of Biller Segment
ACI Worldwide

Learn how consumers are quickly adopting mobile wallets for payments and more. Explore the sharp increase in last minute bill payments in the past year. See which emerging payment methods are catching on … and which are not.

You’ll also learn more about the preferred payment methods for each generation, how consumers are now more willing to change how they pay and much more.

Download the Report


more consumers report using a mobile wallet


more consumers storing non-payment items in mobile wallets

1 in 3

consumers have paid a bill at the last minute, significantly up from 2021

2022 Highlights: Change Is in the Air

Mobile Wallets Are Replacing Leather

Consumers of all ages are rapidly adopting mobile wallets such as Apple Pay and Google Wallet for payments of all types. In fact, 45 percent more consumers report using a mobile wallet to make a payment in 2022 compared to last year.

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mobile wallet usage

Confidence Is Increasing in Mobile

Increased confidence in the security of mobile wallets drove 56 percent more consumers to store non-payment items, including digital tickets, identification, loyalty cards and billing statements in their mobile wallet.

Consumers of All Ages Are More Interested Than Ever in Paying Bills With a Mobile Wallet

2022 is proving to be a year of rapid change and bill payments are no exception. Providing mobile options, speedier processing and a wide variety of ways to pay at the last minute are critical for billers in all industries to meet the needs of today’s consumer.

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Change Has Its Own Pace and Waits for No One

With unrelenting change as a feature of the current age, transformation and modernization may soon emerge as a crucial long-term competitive advantage.