Paper or Electronic Bills? Believe It or Not, Consumers Now Demand Both
The rational is simple and understandable: With less paper cluttering up residential and business mailboxes, the more trees you save.
But it turns out consumers want print and digital bills -- and they may penalize companies that don't offer both options by taking their business elsewhere.
So says a study of 2,000 U.S. adults by Two Sides, a Chicago nonprofit that promotes the "responsible use" of paper products.The study shows that more than 60% of consumers say they "would not choose a provider that does not offer paper bills and statements" and that 88% want both paper-based and digital bills -- and to be able to "switch between" payment options. paperless bills were the wave of the future, and good for them as well as for the environment. A 2010 study by the Electronic Payments Association cited a "direct correlation" between consumer satisfaction and paperless billing, with consumers who got paper bills being 10% "less satisfied with their financial institution." But the Two Sides study contradicts the Electronic Payments Association, as financial consumers seem to be taking a stand against digital-only billing from their banks, credit card companies, utility companies and other service providers. "While e-billing can be very convenient and Internet delivery is now commonplace, it's clear that U.S. consumers like paper bills and statements and don't want to be pushed into electronic-only communications," Two Sides President Phil Riebel says. Some consumers believe they're being misled by paperless billing advocates.
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