Australian bill payment trends
Case Studies
The Brief
The client, a digital payments platform, wanted to uncover insights into bill payment attitudes and behaviours, looking to understand consumer expectations around bill payments, the trade-offs being made in the current economic environment, and the trust signals consumers look for when making online bill payments. These would be used to inform internal planning and strategy, as well as forming the basis for thought leadership and sales collateral.
The client, a digital payments platform, wanted to uncover insights into bill payment attitudes and behaviours, looking to understand consumer expectations around bill payments, the trade-offs being made in the current economic environment, and the trust signals consumers look for when making online bill payments. These would be used to inform internal planning and strategy, as well as forming the basis for thought leadership and sales collateral.
The approach
Online survey of 1,000 Australian bill payers. All participants had to be responsible for paying at least three bills (and one ‘core’ bill), to ensure the insights provided a robust perspective on the experiences of regular bill payers.
Online survey of 1,000 Australian bill payers. All participants had to be responsible for paying at least three bills (and one ‘core’ bill), to ensure the insights provided a robust perspective on the experiences of regular bill payers.
The challenge
It was important to recognise the level of nuance and potential sensitivities around bill payments, factoring this into the research design and questionnaire development process. In particular, given the prevailing economic climate and cost of living pressure facing consumers, wording for questions around late bill payments had to be sensitive to different customer situations.
It was important to recognise the level of nuance and potential sensitivities around bill payments, factoring this into the research design and questionnaire development process. In particular, given the prevailing economic climate and cost of living pressure facing consumers, wording for questions around late bill payments had to be sensitive to different customer situations.
The insight
Unsurprisingly, Aussie bill payers have been feeling the crunch, with the majority seeing their bills increase over the past year. Cost-of living pressures are also making it harder for them to pay bills on time. As a result, bill payers want more control and flexibility, and for providers to make it easier to pay bills on time, such as by offering reminders with easy ‘one-click’ bill payments.
Unsurprisingly, Aussie bill payers have been feeling the crunch, with the majority seeing their bills increase over the past year. Cost-of living pressures are also making it harder for them to pay bills on time. As a result, bill payers want more control and flexibility, and for providers to make it easier to pay bills on time, such as by offering reminders with easy ‘one-click’ bill payments.
The outcome
The client is using the research to support its go-to-market strategy, leveraging the results on its website, in public collateral, and in sales documents.
The client is using the research to support its go-to-market strategy, leveraging the results on its website, in public collateral, and in sales documents.
