TEMPE, Ariz.: KUBRA announced the release of its 2025 Digital Wallets Research, a follow-up to its 2022 benchmark study on consumer digital wallet behaviors and preferences. The new findings reveal that while digital wallets are now mainstream for everyday purchases, they’re still underused for bill payments, signaling a major opportunity for billers to close the trust and awareness gap.

The research found that 61% of consumers use digital wallets for general purchases. Still, only 42% use them for bill payments, confirming that digital wallets have become a standard option for shopping and everyday spending, but still lag in bill payment adoption. Despite growing familiarity, many consumers continue to cite security concerns, a lack of comfort with new technology, and limited awareness as key barriers to adoption. Multi-wallet use, however, is on the rise, with nearly six in ten consumers now using more than one digital wallet, and the number of “power users”, those managing three or more wallets, has more than doubled since 2022. Awareness remains a significant challenge, as many consumers are still unaware that their billers already offer digital wallet payment options.

The 2025 Digital Wallets Research underscores KUBRA’s commitment to understanding evolving consumer payment behaviors and translating those insights into actionable innovation.

“Our research gives us a real-world view of how consumers want to pay,” added Rick Watkin. “By understanding their behaviors and concerns, we can help our clients close the gap between innovation and everyday experience.”

The full white paper, Digital Wallets Research 2025, is available for download here.

KUBRA will also host a webinar on December 9, 2025, to discuss the research findings in depth and explore their implications for billers and customer experience leaders. Registration details are available here.

About KUBRA

KUBRA delivers customer experience management solutions to many of the largest utility, government, and insurance organizations across North America. Our broad portfolio includes billing and payments, mapping, mobile apps, proactive communications, and AI-driven customer engagement tools. With more than three billion customer interactions annually, KUBRA services reach over 40% of households in the U.S. and Canada. KUBRA is an operating subsidiary of the Hearst Corporation. Learn more at www.kubra.com.

Fonte: Business Wire