Abstract
Overview
Introduction
With utilities focused on reducing cost-to-serve, opportunities exist within
the billing and payment operations to reduce costs in line with customer
preferences, thus securing both a lower cost-to-serve and improved customer
satisfaction. This brief draws on results from a survey of over 2000
Australian households to highlight customers' predilections for lower-cost
billing and payment options.
Scope
- A survey of over 2000 households across Australia regarding behaviours and
preferences relating to bill presentment and payment.
- Analysis of preferences and behaviours overall and broken down by
electricity spend
Highlights
Australian households show a preference to shift away from more expensive
payment channels to cheaper options, such as Direct Debit, even without an
incentive.
If incentivising a switch to Direct Debit, the most popular inducement of
those suggested was a 2% discount on each bill.
There is significant interest in options such as bill smoothing and combined
electricity and gas bills.
Reasons to Purchase
- Identify ways in which to incentivise customers to choose lower-cost
payment methods.
- Understand the differences in preferences by electricity spend.
- Assess the opportunity for smooth billing and combined gas and electricity
billing and electronic billing.
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