Consumer Payment Survey Finds Text Messages Drive Faster Payments Than Email
A new consumer payment survey from Solutions by Text and Datos Insights found that text message reminders are associated with faster payments than email across several debt categories, even as consumers report preferring email for financial communications. The research also found that complicated payment processes contribute to missed deadlines, highlighting opportunities for debt collectors and creditors to improve payment experiences.
The September 2026 report, The Competition for Consumer Payments, surveyed 2,000 U.S. consumers about payment preferences, financial hardship and the factors influencing which bills they pay first.
Text Messages Outperform Email in Same-Day Payments
Although 37% of consumers prefer receiving financial communications by email compared with 24% who prefer text messages, reported payment behavior tells a different story.
Across all payment categories, 34% of consumers who received text reminders reported making payments the same day, compared with 24% who received email reminders.
For debt collection accounts specifically, 24% reported paying the same day after receiving a text message, compared with 21% after receiving an email.
The survey found similar differences across other debt categories:
- Student loans: 43% paid the same day after a text reminder, compared with 23% after email.
- Auto loans: 41% after text, compared with 25% after email.
- Credit cards: 34% after text, compared with 24% after email.
- Mortgages: 44% after text, compared with 31% after email.
The findings suggest that consumers’ preferred communication channels do not necessarily produce the fastest payment responses. However, the survey reflects reported consumer behavior rather than establishing that text messages directly cause faster payments.
Complicated Payment Processes Contribute to Missed Deadlines
Payment convenience also emerged as a significant factor in whether consumers complete transactions.
According to the report, 67% of respondents expect to complete a payment in three steps or fewer after receiving a reminder.
Meanwhile, 36% reported delaying payments because the process was too complicated or time-consuming. Among those consumers, 45% subsequently missed a payment deadline, and 71% of those who missed a deadline reported doing so more than once.
Younger consumers reported particularly high levels of payment friction, with 62% of Generation Z and 56% of younger millennials saying they had delayed payments because of complicated processes.
The research also found that 47% of consumers would be more likely to pay immediately if payment capabilities were embedded directly within a reminder.
Trust and Convenience Influence Payment Decisions
Beyond convenience, the survey identified trust as an important factor in consumers’ willingness to make payments.
Seventy-five percent of respondents said combining a recognized sender, verified identity and a trusted communication channel would increase their likelihood of paying.
The report also found that when presented with two identical financial obligations, 53% of consumers preferred paying the creditor offering immediate text-based payment, compared with 26% who preferred a creditor requiring a website login.
However, traditional financial considerations remained important. Thirty-nine percent of consumers experiencing financial hardship prioritized bills with the most serious consequences for nonpayment, while 28% prioritized obligations with the closest due dates.
