RESEARCH REPORT
Decoding Australian Bill Payment Trends: Insights For Success
80% of bill payers report significant cost increases over the last year, and they are looking for more flexibility and ways to help them pay their bills on time.
This research deep dives into current consumer sentiment on bill payments
Say a good bill payment experience is important
Pay late due to payment process issues
Would like 'one-click' bill payment options
Exploring the Impact of Technology on Payment Communications and Customer Experience
In this webinar, Glider’s CEO Shaun Dobbin, along with Simon Banks, Managing Director PayPal Australia, and Ben Selwyn, Principal at Fifth Quadrant, discuss insights from the research and talk about what companies need to be doing to better meet consumer expectations.
Key themes include the importance of control and flexibility in bill payments, the impact of generational differences on payment preferences, the need for mobile optimisation, and the role of customer experience in late payments. The conversation highlights the importance of human-centered design and personalised strategies for billers to better serve their customers.
Consumers want seamless, fast, secure payment experiences; whether they're buying shoes or paying a bill.
31% say payment issues have been a contributing factor to switching providers
The evolution of consumer expectations for online payments has been driven by their ecommerce experiences. Consumers are demanding seamless, fast and secure payment experiences, whether that’s for buying shoes or paying a bill. And the current economic landscape means people are having to make more considered decisions on what they are buying, as well as when and how they make bill payments.
In collaboration, Glider and PayPal have undertaken a comprehensive research study with 1000 consumers, exploring consumer behaviours and attitudes on paying bills and how organisations can improve the customer experience.
This report is essential reading for any services organisation who is looking to improve their customer experience and drive increased revenue.
What consumers want
Bill payers say they want control, flexibility and ease when it comes to paying bills.
Control
Pay bills manually as they like to feel in control of their finances
Flexibility
Are looking for more flexible payment options such as instalments
Reminders
Say reminders help them pay on time
Ease
Would like ‘one-click’ payment options
The majority of bill payers prefer to pay bills on their mobile, with 61% saying it's important that businesses offer mobile-optimised payment experiences.
Access all the insights in the full report
This in-depth consumer research report provides insights and observations on consumer bill paying behaviours, late bill payments, bill paying experiences and attitudes towards different elements of billing.
Key areas
- Bill payments landscape
- Late payment trends
- Customer experience impacting loyalty
You can download the report using the button below. We hope you enjoy the read. Don't hesitate to contact us with any questions.
