Brief: Why Your Customers Still Use Paper Statements

Electronic statements (eStatements) aren't a new concept to US consumers or billers; however, some industries such as utilities, life insurance, investments, and government lag behind. Despite years of effort by some billers to move their customers to electronic statements, many find that they still send paper statements to many of their customers — including the ones that already receive eStatements. This report will examine US consumers' primary objections to eStatements, lay out strategies to get consumers to turn off paper, and help billers in laggard industries leapfrog to more robust digital billing and payments strategies.