Broomfield, CO – April 1, 2025 – Choice Digital, the leader in modern disbursement solutions for utilities and energy programs, today announced the release of its new report, the State of Energy Payments 2025. This report explores how utility payout experiences—such as deposit returns, rebates, and program incentives—play a critical but often overlooked role in customer satisfaction, operational efficiency, and brand perception.
Based on a national survey of over 1,000 utility customers and in-depth interviews with utility leaders, the report uncovers what customers actually expect from payments in 2025—and how outdated approaches are costing utilities in trust, engagement, and unnecessary operational expense.
Among the key findings:
- 88% of consumers say they’d be very satisfied if they had a choice in how they receive payments — underscoring the growing demand for flexible payout options.
- 74% of consumers are more likely to participate in a utility program if their preferred payment is available.
- No single payment type garners more than 25% of consumer preference, highlighting the need for choice.
- 70% say payment speed directly impacts satisfaction with their utility.
- 41% report paying fees to cash a check, highlighting the importance of equity and inclusion for all payments.
“At a time when utilities are under increasing pressure to improve customer satisfaction and demonstrate value, payment disbursements remain one of the most powerful yet underutilized tools,” said Jay Grinde, CEO of Choice Digital. “This report confirms what we've long seen in the field: faster, more flexible, and transparent payments lead to stronger customer relationships and better operational outcomes. Our goal with this report is to equip utility leaders with the insights they need to take action.”
The report also includes recommendations for how utilities can modernize their disbursement strategies—ranging from offering real-time and digital payment options to improving transparency through branded communications and customer choice.
Download the full report for insights on modernizing utility payouts and improving customer satisfaction:
Choice Digital is a modern disbursement company dedicated to delivering payments consumers love while ensuring compliance, security, and efficiency for businesses. Our innovative fraud management solutions provide real-time risk scoring, mitigate fraud, and ensure funds reach the right recipients with certainty. By combining regulatory oversight with seamless payment experiences, Choice Digital empowers businesses to streamline financial operations while enhancing customer trust. Visit us at https://choicedigital.com/.