Trends Report

Time For US Banks To Get Tough And Turn Off Paper For eDelivery Customers

November 20th, 2013
Peter Wannemacher, Principal Analyst
Peter Wannemacher Principal Analyst
Catherine Graeber, null
Catherine Graeber
With contributors:
Bill Doyle , Rebecca Katz

Summary

For more than a decade, financial firms have worked to get their customers to enroll in eStatements and other eDelivery offerings. Early on, the assumption was that getting clients to receive statements and other documents online would lead them to turn off paper versions. Simply put, this didn't happen. Why? Many financial firms, in an effort to gently wean customers off of paper, agreed to continue to send paper for customers when they enrolled in eStatements. But firms never took the last step of getting tough and eliminating paper for eStatement customers. As a result, more than half of all eStatement recipients still get a paper version mailed to them. This report will examine today's eDelivery adoption rates and give Forrester's recommendations for how to take the final step of turning off paper.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.