Consumers want speed, security, satisfaction with utility billing

Consumer billing and bill payment behavior is linked to three factors: speed, security and satisfaction, according to Fiserv’s Eighth Annual Consumer Billing Household Survey.

Consumers want a bill payment experience that is as easy, convenient and as intuitive as a push of a button. Speed and security are the drivers of decision-making with satisfaction as the key outcome.

Speed and convenience drive payment channel choice. Consumers want a fast and easy way to pay bills. Not only do they expect payment processing to be faster, but the payment interaction is expected to be faster as well. In fact, one in four households report using the non-registered “guest checkout option” at biller sites for convenience and to avoid entering passwords. More than eight in 10 households surveyed say that real-time or same-day processing is important or very important to them.

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About Kristof May

Researcher at EnergyVille


This entry was posted in : customer behaviour billing Residential consumer utilities

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