The Symend 2023 consumer report:

The latest insights on changing billpayer behavior

Understand what’s driving your customers’ changing behaviors and explore the science of more effective engagement.

The report findings

The behavior trends

We surveyed billpayers from the US and Canada who are currently behind or have been behind in the last six months. The findings are eye opening:


have shifting financial priorities


avoid their service providers


say service provider treatment affects their mental health

Key themes driving changing consumer engagement and payment behavior​

Consumers are overwhelmed​:
71% say they feel overwhelmed or anxious when they receive messages and notifications from service providers.​.

Flexible payment options:
69% will prioritize payment when flexible payment options are available.

Perceived negative treatment​:
49% will leave their provider if they feel they are treated negatively.

Additional reading

Symend report shows financial uncertainty is putting company-customer relationships at risk

Amongst rising exhaustion and financial uncertainty, two-thirds of billpayers are cutting ties with service providers, putting company and customer relationships at risk.

Read the blog post

Billpayers are exhausted and uncertain – and they’re taking action 

Billpayers are actively disengaging from the providers they use. They’re regularly ignoring service provider messages, unsubscribing from communications, turning off notifications and deleting service provider apps.

Read the blog post

Five ways to help customers during a recession and manage risk 

We surveyed billpayers across North America to discover what they’re experiencing now, what they expect in the coming year, and what their service providers can do to help them and manage recession risk.

Read the blog post

Understand where consumers are falling behind, how they are prioritizing demands for their wallet share and time, and what service providers can do to better support them. Download today.