Summary
Paperless billing is widely available, but many consumers continue to receive their bills by postal mail. Why? Nearly half of US online adults who still receive bills on paper say that receiving one is a good reminder to pay it. And one in 10 says being unable to remember their online account passwords is a reason for receiving paper bills — even digital natives like Gen Z. Both cases illustrate how choosing paper billing is in part due to digital barriers rather than distrust or old habits. To motivate customers to use paperless billing, digital business leaders must improve their digital communication for billing and payments and develop better digital authentication and login experiences.
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