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.

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TRANZACT: POST-OUTAGE CUSTOMER SATISFACTION BENCHMARK SURVEY

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