In an international survey from Two Sides carried out by research company
Toluna, 2,500 consumers were asked their opinion on a variety of billing and
statement related issues with a focus on the present supplier pressure to
switch to electronic bills and statements; ‘e-billing'.
Key
Findings
60% of consumers state they would not choose a company
which did not offer a paper bill. 12% of consumers and 20% of 25 - 34 year olds, say they have switched to a new provider when a charge for paper based bills was imposed.
8% of consumers and 16% of 25 - 34 year olds, say they have switched providers because paper bills were withdrawn.
57% of consumers overall, 66% of 18 - 25 year olds, and 60% of 25 -34 year olds, believe a paper bill option is still quite or very important when choosing a new supplier.
93% of consumers say they are unwilling to pay for paper bills.
89% of consumers want to be able to switch between paper and e-bills without difficulty and cost
42% prefer to receive financial services bills by post only and 37% prefer to receive utility bills by post only. For financial services, post is the preferred option overall.
21% of consumers would refuse to switch to electronic bills and statements when asked to do so.
69% of consumers say that postal bills offer better record keeping and 65% say they are easier to check. 48% state that postal bills offer more security and 46% say bills and statements printed on paper are easier to read than off a screen.
38% of consumers are clearly ‘home printers' with 26% printing up to 20% of their bills and 7% printing out between 80% and 100% of their bills.
