People may not like getting bills, but they prefer to receive them in the mail and pay them online.

That’s the finding of our study on transactional mail, which is made up mostly of household bills and payments moving as First-Class Mail.

We collaborated with the consulting firm InfoTrends to analyze 3 months’ worth of customer billing data from a major U. S. utility. We also jointly interviewed executives who manage bill delivery and payment processing to help determine how the utility’s delivery-and-payment costs and customer preferences compare with those at other utilities and even in other industries.

As you can see in our new white paper, Will the Check Be in the Mail? An Examination of Paper and Electronic Transactional Mail, we found that despite a clear preference to pay bills online, 91 percent of customers prefer receiving their bills by mail. Even among the utility’s newest customers — those expected to be more digitally savvy — an average of 89 percent opted to have their bills mailed to them, though, like the others, most preferred paying online.

The reasons are pretty simple. People like having a physical mailpiece as a reminder to pay and as a record-keeping tool. The execs we spoke with said our results are consistent with what they’ve been seeing and hearing.

It’s also consistent with another clear directive from consumers: they want options in just about everything, including bill delivery and payment. So, in addition to being good news for mail, our findings suggest that a company offering a variety of bill delivery and payment options will keep customers happy.

Do you prefer receiving your bills via regular mail or email/text? How about paying – do you pay online or ‘is the check in the mail’? 

Comments (3)

  • anon

    Am I supposed to eat the $49.50 return plus the cost of shipping (maybe $7) plus the time and money it cost to package and physically hand them the parcel? The US P.O. gets a grade of D+ and here is my tracking number to prove that I am telling the truth. Note that today is feb 14, exactly 12 days from when I handed it to them. Where in the world do companies have open hunting seaon to cheat and rob you?

    Feb 14, 2015
  • anon

    Hello Dee, Thank you for contacting our offices and we truly apologize for the inconveniences that you have experienced so far. The role of the USPS Office of Inspector General is to investigate waste, theft, fraud and abuse within the Postal Service (USPS). Unfortunately, this issue does not fall within our jurisdiction. However, please contact the Postal Service Consumer Affairs office at 1-800-275-8777 so they can look further into this matter for you.

    Feb 17, 2015
  • anon

    yes i like to pay via email. because it saves lots of trees from cutting for making papers.second thing it very fast. wonderful post.

    Feb 11, 2015

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