Seventh Annual Billing Household Survey from Fiserv

Key insights to improve customer satisfaction and lower costs with optimized billing and payment practices

Since 2008, we have sponsored the industry’s most comprehensive survey to find out...

How

Whether it’s a single solution channel or multiple channels

Consumers are demanding a wider range of choices in how they manage their bills and payments. Whether it is a single solution or multiple channels.

What

do consumers expect and demand in terms of billing and payments?

Consumers expect choices to meet their needs. Whether its online, or mail, mobile or walk-in, cash or credit cards – consumers desire options.

Where

can billers improve satisfaction and profitability?

Fiserv has nearly 28,000 retail locations, including national brands and local favorites, for customers who prefer to pay their bills in person.

Eric Leiserson

Senior Research Analyst
Fiserv

Eric Leiserson

Senior Research Analyst
Fiserv

“To improve customer satisfaction billers should provide easy, convenient options including online banking, mobile, walk-in cash payments, mail, credit, debit and prepaid cards and promote e-bill adoption.”

How many 

bill payment methods

 do most consumers use monthly?

That's right, 52% of consumers are using 3 or more methods of bills pay.

27%

1

1

21%

2

2

20%

3

3

15%

4

4

9%

5

5

8%

6

6

It's true, only 48% of households are using one to two billing payment methods.

27%

1

1

21%

2

2

20%

3

3

15%

4

4

9%

5

5

8%

6

6

The average U.S. household uses

 3 

different bill payment methods each month

The average U.S. household uses

 3

different bill payment methods each month

Explore the top bill payment frustrations

19%

All the paper and clutter

21%

Knowing when to pay and how much

23%

Organizing all the bills and payments

29%

Possibility of late payments

35%

Keeping track of due dates

Bill due alerts and reminders 

can increase e-bill adoption and customer satisfaction by helping prevent late payments

Offering multiple bill payment options 

eases the pain 

and...

increases customer satisfaction

by

43%

by

43%

Mobile bill payers 

grew by 69%

 between 2013 and 2014 

16%

2013

27%

Why?

44%: Easy
41%: Saves Time
34%: Convenient

2014

Why?

44%: Easy
41%: Saves Time
34%: Convenient

60% of mobile bill payers

 paid a bill at the biller’s mobile website

60% | Biller's mobile website

56% | Bank's mobile website

33% | App from bank

33% | App from biller

29% | SMS / Text

21% | Other app

Paperless e-bills delivered to bank and biller websites  

increase

 customer satisfaction

24%

of all US bills are sent electronically only

46%

say receiving paperless e-bills increases their customer satifaction

say receiving paperless e-bills increases their customer satifaction

Bill pay due reminders would overwhelmingly enhance customer satisfaction

Increases

No Impact

Decreases

…and these alerts can boost e-bill adoption

71%

say receiving bill due alerts increases their likelihood of adopting e-bills

71%

The Paperless Generation:  

Which Generation is the most interested in ditching paper?


MILLENIALS

55%

MILLENIALS


GENERATION X

36%

GENERATION X


BABY BOOMERS

30%

BABY BOOMERS


SENIORS

8%

SENIORS

For more insights on how billing and payments influences customer satisfaction

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