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By Matt Swain


he Postal Service delivered around 14 billion bills to Americans last year, representing more than 75% of all household bills sent (the rest were delivered electronically). Conversely, when it came time to pay these bills, only 33% of household bill payments were returned through the Postal Service. While bill payment by mail has steadily declined in recent years, why have we not witnessed the same effect to the bill delivery market? Since the late 1990s, InfoTrends has been monitoring the shift from



paper to electronic delivery of transactional communications, which include bills, statements, legal notices and other critical messages. We conduct an annual survey of 250 businesses and 2,000 consumers in the United States to understand the changing market dynamics. This year, the average paperless delivery rate reported by businesses for bills and statements was 24%. What makes this statistic particularly interesting is that it is the same percentage reported in 2013, whereas the average in 2014 was 26% paperless. While we do not expect that there was actually

a decline in paperless adoption yearover-year (since the two percent difference is within the margin of error for a survey of that size), these results certainly speak to minimal growth. Despite this apparent lack of growth, business respondents repeatedly overestimate growth in paperless delivery for the following year. What is curious in their approach is that these same respondents (who missed their adoption targets) are falling right back into aggressive expectations for growth next year. Did their compliance concerns change? Has their interpretation of regulations

DOCUMENT Strategy Fall 2015  

DOCUMENT Strategy Fall 2015

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