A 360-Degree View of Mobile Billing and Payment: Consumer Preferences and Billers’ Strategic Response

Just as consumers increasingly rely on their smartphones and other mobile devices for everything from shopping to socializing, the number of consumers who are mobile bill payers also continues to steadily grow.

Two recent studies commissioned by Fiserv, the Seventh Annual Consumer Billing Household Survey and the Third Annual Biller Mobile Bill Pay Benchmark Study, provide insight into consumer behaviors and expectations, as well as biller deployment strategies for mobile billing and payment. Billers can leverage this research to gain key insights regarding consumer behavior, the impact of enhanced mobile bill payment and presentment capabilities, and industry-wide biller strategies for the mobile channel.

This paper includes findings from both surveys, such as:

  • The number of bills smartphone owners paid via mobile increased 48 percent over last year
  • The overall number of mobile bill payers grew by 69 percent in 2014 to include 27 percent of U.S. online households
  • Bill payment drives most biller site visits via mobile browsers, with 56 percent visiting to pay a bill, 38 percent to review billing or payments and 34 percent to access monthly bills
  • Almost 1 in 5 visits to a biller homepage now comes from a mobile device, an increase of 54 percent since 2013
  • Solution
  • Payments, Biller Solutions
  • Published
  • February 2015