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	November 3, 2008 US Banks Are Losing Bill Pay Ground To Biller Sites Quitters And Fence-Sitters Prefer Billers Over Banks by Emmett Higdon with Benjamin Ensor, Peter Wannemacher, Courtney Tincher

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Executive Summary

Since Forrester first started tracking where US online consumers pay bills, biller sites have always led the way. Although banks had been closing this gap over the past five years, bank bill pay growth has stalled in the past 12 months, while the number of biller site bill pay users has grown 17%. What's driving the growth? The usual suspects: ease of use, speed of payments, and availability of same-day and credit card payments. eBusiness executives at banks and credit unions will need to match the simplicity and flexibility of biller sites if they are to attract, and retain, the next generation of bill pay customers.

TABLE OF CONTENTS

• Banks Are Losing Bill Pay Ground Permanently To Biller Sites
• Usage Suggests Consolidation Is Still A Strength Of Bank Bill Pay

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This is an excerpt