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 includes the following:
- Number of pages: 32
- Number of charts/graphs: 25