Customers want more flexible and convenient options for paying bills.  A new study from leading financial services provider Fiserv, Inc., shows an evolution in bill payment behavior and opportunities for businesses to accept credit cards on their website, through e-mail invoicing, and automated recurring billing.

The 2011 Billing Household Survey showed how consumers are using multiple channels (online, telephone, mail and mobile) to pay their bills, with nearly 20 percent of consumers changing their payment technique every month.

According to the findings, consumers indicated that choice is incredibly important when it comes to paying bills, mostly because of timing, convenience and available funds.The most common option people chose was paying bills online, followed by check and recurring billing.

“This year’s Billing Household survey demonstrates that consumers are looking to their banks and billers for multiple billing and payment options that are quick and easy, and can change to meet household needs and expectations,” said Jardon Bouska, division president, Biller Solutions, Fiserv. “Billing and payment is not just about the transaction; it is a recurring strategic opportunity for companies to deepen customer relationships and reduce costs.”

Electronic billing has also seen major growth in popularity, as a third of consumers who pay bills at banking websites receive online invoices, and a record 38 percent who do not receive electronic bills from banks indicated that they wish they did.  Twenty-two percent of consumers also expressed interest in receiving online invoices from all their billers – up from 17 percent in 2010.

Another noteworthy statistic is how consumers are increasingly paying through multiple channels, with 59 percent of customers writing checks, 59 percent using direct billing websites, 53 percent using recurring billing and 38 percent paying their bills through online banking billing services. When paying bills online, a quarter of online households use both direct billing and banking websites.

Frequent change was another element, as 20 percent of households changes the way they pay bills every month.  The top two reasons for changing were the availability of funds (63 percent) and billing due dates (54 percent).

Flexibility was a major factor that seemed to determine how efficient billers were at meeting demands that are constantly changing.  The benefits of higher flexibility included higher customer loyalty and reduced cost.

The third annual Billing Household Survey analyzed answers about online payment processing from 2,500 adult consumers who maintain responsibility for paying the household bills.


Sarah Jordan

Sarah Jordan

Sarah Jordan is the VP of Marketing for PaySimple, the leading provider of service commerce solutions for SMBs. At PaySimple, Sarah leads the company's brand, acquisition, lifecycle, and product marketing strategies, and has been an integral player in growing the company from a fledgling startup to a leading SaaS platform, serving over 15,000 businesses across the country. She loves live music, being outside, great food, and hanging out with her husband, little boy, and dog.

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One response to “STUDY: How online payment processing is evolving”

  1. Gail Gardner says:

    Some of us no longer travel and do not use snail mail at all. I can not recall what year I might have last had a postage stamp.

    Many offline businesses and especially local government related utilities are vastly behind the times when it comes to customer service and accepting payments online. Perhaps they don’t realize how much more convenient it is nor how much money they can save allowing their customers to pay at will.