KUBRA has released its 2025 Digital Wallets Research, an update to its 2022 benchmark study, revealing that while digital wallets are commonly used for general purchases, their adoption for bill payments is considerably lower. The findings suggest a potential opportunity for billers to address existing gaps in consumer trust and awareness regarding digital payment options.
The research indicates that 61% of consumers utilize digital wallets for general purchases, yet only 42% use them for bill payments. This data confirms that while digital wallets are a standard method for everyday spending, their integration into bill payment habits lags. Common barriers to wider adoption for bill payments cited by consumers include security concerns, a lack of familiarity with new technology, and insufficient awareness of available options.
Despite these challenges, the study notes an increase in multi-wallet usage, with nearly six in ten consumers now managing more than one digital wallet. The number of “power users,” defined as those using three or more wallets, has more than doubled since 2022. A significant finding is that many consumers remain unaware that their billers currently support digital wallet payment methods.
KUBRA’s commitment to understanding evolving consumer payment behaviors and translating these insights into actionable innovation is underscored by this research. Rick Watkin stated, “Our research gives us a real-world view of how consumers want to pay. 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. KUBRA will also host a webinar on December 9, 2025, to provide an in-depth discussion of the research findings and their implications for billers and customer experience leaders.
KUBRA offers customer experience management solutions to utility, government, and insurance organizations across North America. Its portfolio encompasses billing and payments, mapping, mobile applications, proactive communications, and AI-driven customer engagement tools. With over three billion customer interactions annually, KUBRA’s services reach more than 40% of households in the U.
S. and Canada. KUBRA operates as a subsidiary of the Hearst Corporation.
