This USPS's study looks to further explore how consumers’ preferences for receiving and paying bills are evolving.
The US Postal Service Office of Inspector General (OIG) collaborated with market research company InfoTrends to help further explore how consumers’ preferences for receiving and paying bills are evolving.
- Customers continue to prefer receiving bills by mail, specifically to have the hardcopy for filing purposes and to have it serve as a reminder to pay.
- Most customers retained paper delivery and delayed their decision to switch away from it.
- One out of every three people surveyed in 2014 said that they had reverted to paper delivery at least once in the past, after sampling an electronic-only experience.
- While companies look to minimize bill delivery and payment costs, they cannot ignore customer preferences, as customer satisfaction is a top priority.
- Offering a variety of bill delivery and payment options can lead to higher customer satisfaction.
Access the full report here.