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Electronic billing options expand for utility customers, Chartwell says
ATLANTA – December 31, 2008 – While adoption rates for electronic bill presentment remain low for utilities as compared to other industries, more customers are exploring methods alternative to mail to pay their bills, the latest edition of Chartwell’s Guide to Bill Presentment and Payment reveals.
Based on data from a survey of more than 90 North American utilities, Chartwell estimates that utilities will have on average less than 5% of their customers viewing their bill only in an electronic format. On the other hand, the average percentage of payments received via postal service continues to decline, suggesting customers are becoming more comfortable with making transactions in an electronic or online format.
Chartwell’s Guide to Bill Presentment and Payment also shows that utilities are expanding their payment options, especially phone payments, to satisfy customer demand. About 61% of utilities allow customers to make direct phone payments in 2008, compared to 49% of utilities offering this service in 2006.
In its latest research, Chartwell found the menu for electronic billing and payment options continues to expand at many utilities. Some now have both “push” and “pull” methods, card payments through various channels and various combinations of presentment and payment options to offer customers choice and encourage adoption.
Chartwell’s Guide to Bill Presentment and Payment is one of the flagship publications in Chartwell’s Customer Care Series. The report features more than 25 graphs and tables detailing billing and payment issues such as:
- Top billing and payment challenges;
- Customer payment preferences;
- Top channels used to promote electronic billing and payment;
- Assessing transaction fees to customers paying with a credit or debit card;
- Cost comparisons;
- And more.
Chartwell’s Guide to Bill Presentment and Payment is available only to members of Chartwell's Premier and Customer Care Research Series. For information regarding the Customer Care Research Series or Chartwell's Premier membership, contact Kristy Dickens at (404) 237-9099 Ext. 25 or (800) 432-5879; or visit www.chartwellinc.com or Chartwell’s EnergyLibrary at www.energylibrary.com.
ABOUT CHARTWELL INC.
Chartwell Inc. is a specialized information provider that facilitates knowledge exchange among utility professionals responsible for management practices and technology solutions. Chartwell publishes best practices case studies, quantitative research and electronic newsletters, and hosts conferences and other events for utility professionals.
Press Contact
Doris Yon
(404) 237-9099 Ext. 29
