Report
Mastering a major driver of customer satisfaction and utility perception.
Utilities move billions of dollars to customers every year, through deposit returns, Net Energy Metering payments, demand response incentives, and efficiency rebates. Yet many still rely on outdated methods like checks and bill credits, creating dissatisfaction, financial strain, and inefficiencies.
Our research, based on 1,072 U.S. consumers and 15 utility leader interviews, uncovers how payment preferences, speed, and transparency directly impact customer satisfaction and program engagement.
Customer expectations are shifting fast.
88% of consumers say they’d be more satisfied if they could choose how they’re paid.
66% of households live paycheck to paycheck, making disbursements financially significant.
41% of consumers report paying fees just to cash a check.
70% say payout speed is critical to their satisfaction.
Traditional disbursement models, slow, opaque, and limited in choice, undermine trust, participation, and operational efficiency. In a time when satisfaction scores are declining, payment strategy has become a defining factor in customer perception.
Our research identified five key themes that utilities can use to reimagine their payment strategy:
Payments Are Personal – Demographics and preferences vary widely; no single payout type works for everyone. Offering choice creates satisfaction.
Financial Inclusion – Payments must support all households, not just the unbanked. Flexible, fast disbursements reduce financial strain across income levels.
Speed & Efficiency – Immediate, visible rewards reinforce program participation and strengthen customer trust.
Visibility & Communication – Branded, transparent, and multilingual communication reduces confusion and builds credibility.
Satisfaction & Engagement – Payments are a powerful engagement lever. Done well, they drive CSAT, advocacy, and re-enrollment.
“I recommend incentives that are visible to the customer. On-bill credits don’t require the customer to do anything, but they’re easily missed. The most important thing is to make sure customers can see the incentives they’re earning, and choose how they want to redeem them.” — Utility Program Implementor
Payments are no longer a side function of utility operations, they are a front-line customer experience. Every payout, whether a rebate, incentive, or deposit return, is a chance to reinforce trust, build loyalty, and strengthen the perception of the utility.
Our research shows that when utilities embrace choice, speed, and transparency, the benefits extend well beyond customer satisfaction. The evidence is clear, better payments deliver better outcomes for both customers and utilities. As industry pressures mount and customer expectations rise, utilities that modernize their disbursement strategies will be better positioned to thrive, not just keep up.
Payments are not the last step in customer care, they are often the final mile of customer satisfaction. Getting them right transforms a necessary transaction into a strategic advantage.
