Fiserv, a global provider of financial services technology solutions, does a survey every year. It is called the Annual Biller Mobile Bill Pay Benchmark Study. It examines how billers are keeping pace with the growing demand from consumers for mobile billing and payment as well as the opportunities and challenges billers face in developing and deploying a solution.
This year the Second Annual Biller Mobile Bill Pay Benchmark Study was presented by Fiserv, and underneath are the main results (P.S. MBPP stands for: mobile bill presentment and payment):
- 90 percent (a 36 percent increase over 2012) of the billers see the development of their mobile channel as a means to improving and increasing customer service.
- 69 percent (a 92 percent increase over 2012) of the billers believe that MBPP will lead to cost savings from adoption of e-bills and e-statements.
- 65 percent more billers believe mobile bill payment adoption will lead to significant increases in electronic bill presentment and payment.
- 64 percent of the billers do not track or do not know if their company tracks whether homepage visits are coming from a mobile device or traditional laptops and PCs.
- 32 percent of the billers don’t know what customers are doing when visiting their site from a mobile device.
- 12 percent of billers have a mobile bill presentment and payment (MBPP) strategy, with an additional 24 percent saying it is currently in the deployment stag
- The percentage of billers that see the development of a mobile channel as adding complexity, cost and challenges, decreased from 50 percent in 2012 to 34 percent.
- Billers still struggle to meet consumer demand for mobile payments with 77 percent facing IT resource challenges in regards to deploying their mobile channel.
A research paper, “The Mobile Bill Payment Surge: What Consumers Are Doing and How Billers Are Responding,” can be downloaded at http://www.fiserv.com/resources/mobile-bill-payment-surge-research-paper.htm.
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