|The Impact of Bill Presentment and Payment on Retention and Profitability
Many consumer-facing companies that provide monthly customer bills also frequently offer an e-bill option, which is an electronic copy of the paper bill delivered to the biller's website or a consolidated bill payment site. While the vast majority of major "billers" offer such e-billing solutions to their customers, many have wondered whether there is a quantifiable ROI of offering paperless bill presentment, over and above postage savings and the qualitative gains that have been observed in customer satisfaction surveys and research. Similarly, consumers are typically offered multiple ways of paying their bill (paper check, credit card, ACH, etc.) and it is historically unclear whether any of these options has an effect on the consumer's behavior.
This white paper describes a comprehensive analytic study to explore the isolated impact that bill presentment and bill payment have on customer loyalty and profitability from the Biller’s perspective. The study was performed by Aspen Analytics, a division of Aspen Marketing Services, in partnership with Qwest Communications and Fiserv. The key conclusions of this paper are that 1) bill presentment and bill payment are both very important factors that have a significant impact on customer loyalty, beyond merely the "cost to serve" that they represent; and 2) Customers can and should be strategically guided towards the optimal bill presentment and bill payment option based on a comprehensive marketing and operations strategy.
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