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A new consumer trust survey by InvoiceCloud reveals 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, consumers are placing significant importance on visible security measures. Nearly one-third (32%) identify clear security standards as the most critical factor in building trust with digital billing platforms. Features such as recognizable sender names in emails (48%), personalized details (39%), and secure HTTPS links (31%) also help signal legitimacy.
“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.
While security is paramount, usability plays an equally important role. Eighty percent of consumers say they lose trust in an organization if its digital payment experience appears outdated or difficult to use, and 55% will abandon the process entirely if the website feels unsafe or confusing. Additionally, 89% want the option to pay bills on mobile devices.
Accessibility is another key factor. More than one-third of consumers (36%) say they or someone they know has accessibility needs that impact use of digital billing platforms, and 35% of those respondents have abandoned a payment due to accessibility limitations. Overall, 82% are more likely to use billing platforms that are easy to navigate, mobile-friendly, and accessible.
“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.”
The survey highlighted several other elements that influence consumer trust and adoption:
Despite these preferences, nearly one-fourth of consumers (22%) say they will not open a bill payment email, and 10% — primarily Baby Boomers and older generations — report they will not use digital bill payment platforms at all.
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.
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