2011 Billing Household Survey
Shifting consumer behaviors have resulted in a more complex billing and payment landscape. However, this doesn’t have to be a bad thing. Companies can turn this challenge into an opportunity by giving consumers the bill presentment and payment options they seek. In doing so, billers can reduce their operational costs, enhance cash flow and create a more satisfying customer experience.
A number of forces – technological, economic, demographic and regulatory – are fundamentally changing how U.S. households receive and pay their monthly bills. Consumers expect options when it comes to bill presentment and payment, which creates both new complexities and opportunities for companies across all industries. The 2011 Billing Household Survey, part of the longest running and most comprehensive studies on consumer billing and payment behaviors, explores the bill payment landscape and trends for e-billing, mobile bill payments and emergency payments. The survey reveals the business benefits that the billing and payment function can deliver when companies use a comprehensive, multi-channel approach to servicing diverse and rapidly changing customer needs.
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