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© 2014 Fiserv, Inc. or its affiliates. 
1 
Key insights for billers in fostering, improving and maintaining customer satisfaction and loyalty 
7th Annual Billing Household Survey from Fiserv
© 2014 Fiserv, Inc. or its affiliates. 
2 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
How What Where 
do consumers receive and pay their bills? 
technologies, attitudes impact consumer billing and payment behavior? 
can billers improve customer satisfaction and profitability? 
Since 2008, Fiserv has sponsored the industry’s most comprehensive survey to find out.
© 2014 Fiserv, Inc. or its affiliates. 
3 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
“By understanding how consumer billing and payment behavior is changing as technology evolves, companies can positively impact customer satisfaction through their billing and payment experiences.” – Eric Leiserson, Senior Research Analyst, Fiserv
© 2014 Fiserv, Inc. or its affiliates. 
4 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
Alerts, reminders increase e-bill adoption, prevent fees and frustration 
Choices matter: multiple billing and payment methods tied to increased satisfaction 
Consumers, especially Millennials expect expedited bill payment options 
Need for speed fuels rise in use of guest checkout option 
Mobile bill payers grow by 69% in 2014
© 2014 Fiserv, Inc. or its affiliates. 5 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
(as a percent of all US households) 
Number of bill payment 
methods consumers 
use monthly 
Consumers are bill payment “omnivores” 
that want to receive and pay where they want, 
when they want 
The average U.S. household uses 
different bill payment methods each month 3 
27% 
20% 
21% 
9% 
15% 
8%
© 2014 Fiserv, Inc. or its affiliates. 
6 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
For harried consumers, organization issues top bill pay concerns. 
19% 
21% 
23% 
29% 
35% 
Keeping track of due dates 
Possibility of late payments 
Organizing all the bills and payments 
Knowing when to pay and how much 
All the paper and clutter
© 2014 Fiserv, Inc. or its affiliates. 
7 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
7 
Offering multiple bill payment options eases the pain – and improves satisfaction. 
“Consumers are coming to expect multiple options – no matter what the size of the biller.” – Eric Leiserson 
Increases 
Customer 
Satisfaction 
43% 
Senior Research Analyst, Fiserv
© 2014 Fiserv, Inc. or its affiliates. 
8 
70% 
30% 
Was a late fee paid? 
Why are consumers past due? 
46% 
Cash flow difficulties 
38% 
Forgot due date 
21% 
Hectic time of year 
No 
Yes 
Why do 36% of consumers pay bills late?
© 2014 Fiserv, Inc. or its affiliates. 
9 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
30 million consumers have used emergency bill payments. 
74% expect their billers to offer emergency payment options.
© 2014 Fiserv, Inc. or its affiliates. 10 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
10 
The impact of offering 
emergency bill payments 
on satisfaction. 
Increases 57% 
Decreases 1% 
No Change 42%
© 2014 Fiserv, Inc. or its affiliates. 
11 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
What’s behind the increase? 
Only wanted to pay once 
Registering takes too much time 
Didn’t want another name and password 
Didn’t want to give personal information to another company 
46% 
40% 
34% 
30% 
In 2014, 28% Used Guest Check Out Option at Biller Sites to Pay Bill vs 7% in 2013
© 2014 Fiserv, Inc. or its affiliates. 
12 
Mobile Bill Payers Grew by 69% 
2011 
2012 
2013 
2014 
27% 
16% 
8% 
6% 
Why?
© 2014 Fiserv, Inc. or its affiliates. 13 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
What types of bills do 
mobile bill payers pay? 
54% 
Cell Phone 
51% 
Cable or 
Satellite 
39% 
Electricity 
26% 
Insurance 
25% 
Major Credit 
Card 
21% 
Department 
Store
© 2014 Fiserv, Inc. or its affiliates. 14 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
Consumers like easy, 
fast and convenient 
bill payment. 
The effect paying by mobile 
device has on customer 
satisfaction with billers 
Increases 60% 
No Impact 39% 
Decreases 1%
© 2014 Fiserv, Inc. or its affiliates. 
15 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
How are consumers paying via mobile devices? 
56% 
Bank mobile web site 
Biller mobile web site 
App downloaded from bank 
App downloaded from biller 
SMS or text 
App from other provider 
60% 
33% 
33% 
29% 
21%
© 2014 Fiserv, Inc. or its affiliates. 
16 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
About 40% of tablet owners have visited a biller’s site, mostly to view or pay a bill. 
21% 
26% 
42% 
51% 
Pay a bill 
Access a bill or view history 
Shop for products 
Contact customer service
© 2014 Fiserv, Inc. or its affiliates. 17 
Bill pay due reminders would overwhelmingly 
enhance customer satisfaction 
Increases 
No Impact 
Decreases 
77% 
17 
21% 2%
© 2014 Fiserv, Inc. or its affiliates. 
18 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
71% Say receiving bill due alerts increases their likelihood of adopting e-bills 
…and these alerts can boost e-bill adoption too.
© 2014 Fiserv, Inc. or its affiliates. 
19 
Source: 2014 Fiserv Billing Household Survey 
Paperless e-bills delivered to bank and biller websites increase customer satisfaction
© 2014 Fiserv, Inc. or its affiliates. 
20 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
The Paperless Generation: Millennials are the most interested in ditching paper 
Seniors 
8% 
Boomers 
30% 
GenX 
36% 
Millenials 
55%
© 2014 Fiserv, Inc. or its affiliates. 21 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
Double-dippers 
All Paper 
28% 
No Paper 
25% 
Some 
Paper 
47% 
Many biller direct payers receive 
bills electronically and via paper
© 2014 Fiserv, Inc. or its affiliates. 
22 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
Steady Growth of E-bills Distributed Through Online Banking 
Why? 
E-bills Help Manage Finances 
Number of US Households (in millions) 
2013 
2008 
2009 
2010 
2011 
2012 
14.9 
13.7 
13.0 
11.6 
7.8 
6.6 
3 out 4 say
© 2014 Fiserv, Inc. or its affiliates. 
23 
For more insights on bill payment: White Paper: Boosting Satisfaction and Loyalty with Billing and Payments http://fisv.co/billing-satisfaction Fiserv YouTube Channel: Omni-Channel Strategy for Bill Pay Omnivores http://fisv.co/1FQPbCD
© 2014 Fiserv, Inc. or its affiliates. 
24 
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 
Methodology: 7th Annual Consumer Billing Household Survey 
•In 2014, Fiserv Biller Solutions sponsored a replication of its annual online survey 
•The survey was completed by 3,021 respondents representative of 100M households using the internet 
•Typical margin of error is +/-1.7% for percents based on 3000 respondents 
•Will vary based on base size and percent 
•Survey was designed to provide the current view of the consumer billing and payment marketplace 
•Results compared to similar surveys sponsored by Fiserv to capture ongoing and emerging trends

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2014 Billing Household Survey from Fiserv

  • 1. © 2014 Fiserv, Inc. or its affiliates. 1 Key insights for billers in fostering, improving and maintaining customer satisfaction and loyalty 7th Annual Billing Household Survey from Fiserv
  • 2. © 2014 Fiserv, Inc. or its affiliates. 2 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 How What Where do consumers receive and pay their bills? technologies, attitudes impact consumer billing and payment behavior? can billers improve customer satisfaction and profitability? Since 2008, Fiserv has sponsored the industry’s most comprehensive survey to find out.
  • 3. © 2014 Fiserv, Inc. or its affiliates. 3 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 “By understanding how consumer billing and payment behavior is changing as technology evolves, companies can positively impact customer satisfaction through their billing and payment experiences.” – Eric Leiserson, Senior Research Analyst, Fiserv
  • 4. © 2014 Fiserv, Inc. or its affiliates. 4 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 Alerts, reminders increase e-bill adoption, prevent fees and frustration Choices matter: multiple billing and payment methods tied to increased satisfaction Consumers, especially Millennials expect expedited bill payment options Need for speed fuels rise in use of guest checkout option Mobile bill payers grow by 69% in 2014
  • 5. © 2014 Fiserv, Inc. or its affiliates. 5 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 (as a percent of all US households) Number of bill payment methods consumers use monthly Consumers are bill payment “omnivores” that want to receive and pay where they want, when they want The average U.S. household uses different bill payment methods each month 3 27% 20% 21% 9% 15% 8%
  • 6. © 2014 Fiserv, Inc. or its affiliates. 6 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 For harried consumers, organization issues top bill pay concerns. 19% 21% 23% 29% 35% Keeping track of due dates Possibility of late payments Organizing all the bills and payments Knowing when to pay and how much All the paper and clutter
  • 7. © 2014 Fiserv, Inc. or its affiliates. 7 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 7 Offering multiple bill payment options eases the pain – and improves satisfaction. “Consumers are coming to expect multiple options – no matter what the size of the biller.” – Eric Leiserson Increases Customer Satisfaction 43% Senior Research Analyst, Fiserv
  • 8. © 2014 Fiserv, Inc. or its affiliates. 8 70% 30% Was a late fee paid? Why are consumers past due? 46% Cash flow difficulties 38% Forgot due date 21% Hectic time of year No Yes Why do 36% of consumers pay bills late?
  • 9. © 2014 Fiserv, Inc. or its affiliates. 9 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 30 million consumers have used emergency bill payments. 74% expect their billers to offer emergency payment options.
  • 10. © 2014 Fiserv, Inc. or its affiliates. 10 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 10 The impact of offering emergency bill payments on satisfaction. Increases 57% Decreases 1% No Change 42%
  • 11. © 2014 Fiserv, Inc. or its affiliates. 11 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 What’s behind the increase? Only wanted to pay once Registering takes too much time Didn’t want another name and password Didn’t want to give personal information to another company 46% 40% 34% 30% In 2014, 28% Used Guest Check Out Option at Biller Sites to Pay Bill vs 7% in 2013
  • 12. © 2014 Fiserv, Inc. or its affiliates. 12 Mobile Bill Payers Grew by 69% 2011 2012 2013 2014 27% 16% 8% 6% Why?
  • 13. © 2014 Fiserv, Inc. or its affiliates. 13 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 What types of bills do mobile bill payers pay? 54% Cell Phone 51% Cable or Satellite 39% Electricity 26% Insurance 25% Major Credit Card 21% Department Store
  • 14. © 2014 Fiserv, Inc. or its affiliates. 14 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 Consumers like easy, fast and convenient bill payment. The effect paying by mobile device has on customer satisfaction with billers Increases 60% No Impact 39% Decreases 1%
  • 15. © 2014 Fiserv, Inc. or its affiliates. 15 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 How are consumers paying via mobile devices? 56% Bank mobile web site Biller mobile web site App downloaded from bank App downloaded from biller SMS or text App from other provider 60% 33% 33% 29% 21%
  • 16. © 2014 Fiserv, Inc. or its affiliates. 16 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 About 40% of tablet owners have visited a biller’s site, mostly to view or pay a bill. 21% 26% 42% 51% Pay a bill Access a bill or view history Shop for products Contact customer service
  • 17. © 2014 Fiserv, Inc. or its affiliates. 17 Bill pay due reminders would overwhelmingly enhance customer satisfaction Increases No Impact Decreases 77% 17 21% 2%
  • 18. © 2014 Fiserv, Inc. or its affiliates. 18 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 71% Say receiving bill due alerts increases their likelihood of adopting e-bills …and these alerts can boost e-bill adoption too.
  • 19. © 2014 Fiserv, Inc. or its affiliates. 19 Source: 2014 Fiserv Billing Household Survey Paperless e-bills delivered to bank and biller websites increase customer satisfaction
  • 20. © 2014 Fiserv, Inc. or its affiliates. 20 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 The Paperless Generation: Millennials are the most interested in ditching paper Seniors 8% Boomers 30% GenX 36% Millenials 55%
  • 21. © 2014 Fiserv, Inc. or its affiliates. 21 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 Double-dippers All Paper 28% No Paper 25% Some Paper 47% Many biller direct payers receive bills electronically and via paper
  • 22. © 2014 Fiserv, Inc. or its affiliates. 22 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 Steady Growth of E-bills Distributed Through Online Banking Why? E-bills Help Manage Finances Number of US Households (in millions) 2013 2008 2009 2010 2011 2012 14.9 13.7 13.0 11.6 7.8 6.6 3 out 4 say
  • 23. © 2014 Fiserv, Inc. or its affiliates. 23 For more insights on bill payment: White Paper: Boosting Satisfaction and Loyalty with Billing and Payments http://fisv.co/billing-satisfaction Fiserv YouTube Channel: Omni-Channel Strategy for Bill Pay Omnivores http://fisv.co/1FQPbCD
  • 24. © 2014 Fiserv, Inc. or its affiliates. 24 Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014 Methodology: 7th Annual Consumer Billing Household Survey •In 2014, Fiserv Biller Solutions sponsored a replication of its annual online survey •The survey was completed by 3,021 respondents representative of 100M households using the internet •Typical margin of error is +/-1.7% for percents based on 3000 respondents •Will vary based on base size and percent •Survey was designed to provide the current view of the consumer billing and payment marketplace •Results compared to similar surveys sponsored by Fiserv to capture ongoing and emerging trends