Mastercard - The One-Stop Bill Pay Playbook: Friction Within the Bill Pay Experience - February 2023 - Discover what consumers view as the top frictions in the bill payment process and how companies can reduce these frictions to improve customer satisfaction

Friction Within the Bill Payment Experience

Companies Scramble to Simplify Bill Payment Experience for Consumers Count the bill payments experience as another digital box that companies have to check to keep to a customer- at least that’s what 2,099 U.S. consumers said. Details are in the “The One-Stop Bill Pay Playbook: Friction Within the Bill Payment Experience,” report in collaboration with Mastercard.

Inside the February Playbook

  • 43%: Share of bill-payers identifying the ability to view billing statements online as a crucial feature of a bill payment platform
  • 54%: Portion of bill-payers who feel a centralized bill payment portal would make tracking bills easier
  • 44%: Share of bill-payers who cite less secure information as the reason for their lack of interest in using a bill payment portal

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