US consumers prefer paper options over e-billing

While e-billing is convenient and commonplace, US consumers like paper bills and statements and don’t want to be pushed into electronic-only communications, finds a new report.

As pressure to go paperless from banks, utilities, telecommunications companies and other service providers grows, a majority of US consumers wants to keep the option to receive paper bills and statements, says a survey published by Two Sides. More than six in 10 consumers say they would not choose a provider that does not offer paper bills and statements, and 88% want to be able to switch between electronic and paper bills without difficulty or cost. The survey of 2,000 US consumers was conducted for Two Sides by research firm Toluna.

"More than eight in 10 believe that cost savings are the driving force behind the 'go paperless' marketing hype, and many are suspicious of marketing claims that going paperless will 'save trees' or 'protect the environment'. In fact, 50% of those surveyed said they either did not believe such claims, felt misled by them or questioned their validity," said Phil Riebel, president of Two Sides.

"Even though half of survey respondents believe that reducing environmental impacts is one of the reasons companies are switching to electronic billing, 72% also believe that print on paper can be a sustainable way to communicate when produced and used responsibly," Riebel added. "It's also important to note that more than one-third of survey participants reported that they print some or all of their electronic bills at home, so the claim that e-bills are paperless really isn't true in many cases."

The Two Sides survey reaffirms consumer attitudes revealed in similar surveys conducted by other organizations in the United States and the United Kingdom including Consumers for Paper Options, Two Sides UK and Keep Me Posted.

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