Get access to exclusive research from Fiserv and our valued partners. Our research papers reveal the latest findings and provide insights about emerging financial services industry trends.
Consumers are increasingly turning to online and mobile channels for everything from opening accounts to sending and receiving money. As consumers’ lives become more digital, new services, such as mobile payments, as well a more established ones, such as e-bills, are poised for growth. This consumer survey, now in its tenth year, identifies ongoing and emerging trends within online banking, mobile banking and tablet banking, as well as trends related to the transactions conducted in these channels.
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Read the 2012 Identity Fraud Report by Javelin Strategy & Research to learn what steps consumers can take to minimize their risk.
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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.
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Con Edison of New York teamed with Fiserv and AccuData to quantify the business value it derives from delivering bills electronically to customers through its own website and online banking bill payment portals. The research study examined and measured the relationship between how customers receive bills and live customer care inquiries, website self-service usage and rate of arrears. The comprehensive analysis into millions of customer records also identified distinct segments of customers based on their billing and payment practices. The findings and intelligence gathered from this study demonstrates the multiple benefits a comprehensive, multi-prong e-bill offering and marketing program can provide.
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The User Experience team at Fiserv conducted research to investigate the small business banking domain. Through the eyes of ten defined, archetypal personas, this study shows how small business owners view their banking relationships. These personas, based on data gathered in ethnographic studies, offer insight into motivations, goals, feelings and behaviors of those using a product or service.
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Many institutions have implemented mobile banking as an extension of their online channel. But customers must be enrolled in online banking before they can access the mobile channel. This approach overlooks an important segment of the banking public: the estimated 55 million non-online banking households in the United States. Results in this research paper suggest that financial institutions should pay more attention to this consumer segment as a potential target audience for mobile banking services.
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Aspen Marketing Services, with Qwest Communications and Fiserv, performed a comprehensive study to explore the impact that bill presentment and bill payment have on customer loyalty and profitability from the biller’s perspective. The study revealed that 1) bill presentment and bill payment influence customer loyalty; and 2) customers should be guided toward an optimal bill presentment and payment option based on comprehensive marketing and operations strategies.
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