eBill Payment Timing: Unfufilled Consumer Desires are a Looming Threat to Loyalty

Table of Contents

I. Overview

II. Major Findings

III. General Findings

A Consumers Prefer to Have their Funds Debited from their Accounts the Day Payments are Made to Billers

B Consumers Do Not Know their True Payment Debiting Method

C Banks Choice of Payment Deduction Timing Will Affect its Bill Pay Growth

D CSP Versus Biller-Direct Market Share is Dependent on Institutions Choice of Debiting Method

IV. Conclusions

A Summary of Major Findings

V. Appendix: Methodology

Table of Charts

V. Those Who Perceive Same Dayare More Satisfied With Payment Timing of Payment Debiting

VI. Respondents Perception of Banks Payment Debiting Method

VII. Banks Future Shift to Advance Deduction Will Significantly Decrease Satisfaction

VIII. If FI Changed from Advanced Deduction to Same Day, Satisfaction Would Increase

IX. Most Perceive that Billers Offer Same Day Payment Debiting