Billing and Payment – Payment Industry Benchmarks – 2017
Chartwell’s Payment Survey, which was conducted during the third quarter of 2017, includes 54 responses from utilities across the United States and Canada. Among the report’s key findings:
- While only 38% of utilities offer customers the ability to pay their bills via mobile app, another 32% are testing or considering the option.
- Traditional mail remains the top payment channel, but online payments are catching up.
- 72% of customers paying their bill through a utility website utilize a MyAccount login, while 17% pay through a one-time guest payment.