Key findings from Fiserv Insights: Ninth Annual Consumer Billing Preference Survey suggest speed and ease of use in how people receive and pay bills are key drivers of satisfaction and loyalty.
Getting the billing and payment customer experience right is about meeting people where they are with essential services that fit how people live their lives. In particular, the study revealed the importance of meeting consumers' need for a multichannel, immediate billing and payment experience that provides important and actionable information to improve financial health.
The survey demonstrates several consumer preferences and trends:
- Consumers expect a multichannel experience
- More billing and payments activities are moving to the mobile channel
- Many consumers struggle to manage their finances and look to billers for assistance