Increasing customer adoption of paperless billing and payment programs is a goal of many utilities. J.D. Power energy industry research finds that this not only leads to cost savings for utilities, but customer satisfaction is also higher among those who use online billing, compared with customers who use other channels. The Paperless Billing and Payment Programs Special Report examines residential gas and electric utility customer usage of electronic bill presentment and payment vs. other channels; provides an assessment of their experiences and preferences using this channel; and identifies best practice messaging that utilities may employ to increase customer adoption of paperless billing and payment programs.
Download the executive summary to learn key takeaways from the report.
The full report is available for purchase at the J.D. Power Store and includes the following:
- Number of pages: 32
- Number of charts/graphs: 25