ATLANTA – More than four million U.S. utility customers now pay their energy bills online while about four times that number allow their utility to debit their bank accounts. These and other findings surrounding billing in the utility industry are revealed in Chartwell’s brand-new research report, Chartwell’s Guide to Bill Presentment and Payment 2003.
Chartwell surveyed 100 electricity, natural gas and water utilities in the United States and Canada for the 313-page Chartwell’s Guide to Bill Presentment and Payment 2003, the industry’s most in-depth report on the methods utilities use to bill and collect revenue. This newly released research covers Internet billing, credit card acceptance and pay-by-telephone, flat billing and numerous other billing services.
Chartwell’s Guide to Bill Presentment and Payment 2003 reveals trends in bill presentment and payment offerings and how some utilities found success in their attempts to move customers to various billing options beyond mail-in and walk-in. The report, which focuses on bill presentment and payment for the mass market, includes an in-depth industry analysis with 30 illustrated charts and graphs, four featured case studies, 100 surveys and 49 profiles of vendors with notable market share.
The expansion of bill payment options is one of the most notable trends in the industry in recent years as utilities move to streamline operations and reduce costs while at the same time improving customer service and satisfaction. Notable customer satisfaction surveys have concluded that billing impacts customer perceptions.
Through interviews with utility executives knowledgeable of their corporate billing practices, Chartwell was able to estimate average customer usage rates for utilities as well as best practices in electronic billing, auto debit and reduction of walk-in bill pay service. The report also projects which bill presentment and payment trends show growth potential as service offerings and which are now universal in the utility industry.
Part of Chartwell’s Premier Membership package, Chartwell’s Guide to Bill Presentment and Payment 2003 is available to non-members for $995. For subscription and membership information, call (404) 237-9099. Press contact: Dennis Smith.
