Fiserv survey shows billing and payment preference shifts to mobile

According to research commissioned by Fiserv, only 12% of billers have a mobile bill presentment and payment (MBPP) strategy, even though mobile interactions are surging among consumers.

The study 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.

Results show that billers have a better understanding this year of the overall value of deploying MBPP with 69% which is a 92% increase since 2012. Also 90% of billers see the development of their mobile channel as a means to improving and increasing customer service.

“Our research indicates explosive growth of mobile bill payments. Billers have an opportunity to take advantage of this change by offering a consistent, simple and innovative user experience, which can improve customer satisfaction and lower service costs,” said Robert Craig, senior vice president, Biller Solutions, Fiserv. “Billers will benefit by delivering a true omni-channel billing and payment strategy to consumers, including a strong mobile presence.”

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