Biller Survey about Consumer Bill Payment Methods Accepted

We are conducting a confidential survey for NACHA, a leading payments industry association, to gather Billers’ Perspectives and Satisfaction with consumer Bill Payments that are received using various methods including checks, cards and Direct Payment via ACH.

o Participants will receive a summary of the research findings with peer group results at no cost.


o If you need assistance, please contact Ed Bachelder at (781) 662-8584 or email ed.bachelder@bflame.com.


All responses will be held in confidence and report data will be averaged or aggregated to conceal individual responses. Neither participants nor sponsors will receive access to any data containing information linking specific results to a participant.


To begin the survey simply click on the 'next' button below. You can also print the survey questions and save your responses as needed.

Part A: Background Information about your Organization

1. Does your Organization send bills or invoices to customers for payment? Choose one
3.
4.
5. What is your organization's primary business?  
If you serve more than one market, please check all that apply.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
   
 
 
6. What is the annual revenue of your organization?  
Estimates are acceptable
 
7. Approximately how many customers does your organization currently serve?
Please enter whole numbers
     
     
     
You can save your responses as needed

Part B - Electronic Payment Programs and Goals

Electronic Payments include:
   Automated Clearing House (ACH) where funds are drawn directly from a consumer's bank account (e.g. auto debit, bank draft, online banking bill pay)
   Credit Cards and Debit Cards
   Alternatives such as PayPal, Dwolla, Bill Float, etc.

8. Do you offer electronic payment options for your customers?
 
9. As a private individual, have you previously paid any of your household bills online?
10. Has your organization explored receiving electronic bill payments from consumers?
Mark All that apply
11. What are the primary barriers for your organization to receive Bill Payments via ACH from your customers?
Mark All that apply
     
12. Why has your organization decided not to accept electronic bill payments?
   
   
   
13. How soon, if ever, do you think your organization will be able to receive Bill Payments via ACH from your customers?
14. Which types?
(Mark all that apply)
15. Does your organization have electronic payment goals?
For example, percent of electronic bill payers, increasing payment options, or increasing a certain payment types
 
   
16.
17. Does your organization track or maintain separate data for recurring and one-time payments?
Recurring Payments allow for the biller to collect funds automatically from a designated account on a monthly or regular basis after a customer enrolls.
In contrast, One-time payments requires that the consumer authorize each transaction individually.
 
18. Approximately, how many or what percent of your consumer payments are received by ACH in a typical month?
If percent, please add a percent sign.
   
   
19. What are the top “Positives” and “Negatives” of your organization’s electronic payments program?
(Include both One-Time and Recurring/Automatic payments)
   
   
   
   
   
   
20. In general, does your company prefer to receive payments via ACH or Cards?
 
   
   
21. Do you try to steer/encourage consumers to a particular type of payment (ACH or Cards, recurring or one-time) over another?
 
   

Part C.  Your Organization’s Business Practices by Channel

In this section, we just want to understand if there are any differences in your perspectives by payment type across various payment channels.
22. Turning to specific payment channels, what payment methods do you accept for your Biller Direct Website?
(Mark all that apply)
 
 
 
 
 
   
23. If you charge a fee for payments initiated through your Website (Biller Direct Channel), please specify the amount.
($ or % per transactions, if % please add a % sign)
 
 
   
     
     
     
     
     
     
24. What payment methods do you accept for IVR/Call Center live operator ?  
(Mark all that apply)
 
 
 
 
 
   
25. If you charge a fee for payments initiated through your IVR/Call Center live operator, please specify the amount.  
($ or % per transaction. if %, please add % sign)
 
 
   
   
   
   
   
   
26. What payment methods do you accept for Walk-In payment centers/offices ?  
(Mark all that apply)
 
 
 
 
 
27. If you charge a fee for payments initiated through your Walk-in payment centers/offices, please specify the amount.
($ or % per transaction.  If %, please add % sign)
 
 
   
     
     
     
     
     
     
     

 

28. What payment methods do you acccept for Mail or Lockbox?  
(Mark all that apply)
 
 
 
 
29. If you charge a fee for payments received through mail or your lockbox, please specify the amount.  
($ or % per transaction.  If %, please add % sign)
 
 
   
     
     
     
     
     
     
30. What is your impression of ACH for Recurring Bill payments?
 
 
 
 
 
 
 
 
 
 
 
 
31. What is your impression of ACH for One-Time Bill payments?
 
 
 
 
 
 
 
 
 
 
 
 
32. What is your impression of Credit Cards for Recurring Bill payments?
 
 
 
 
 
 
 
 
 
 
 
 
33. What is your impression of Credit Cards for One-Time Bill payments?
 
 
 
 
 
 
 
 
 
 
 
 
34. What is your impression of Debit Cards for Recurring Bill payments?
 
 
 
 
 
 
 
 
 
 
 
 
35. What is your impression of Debit Cards for One-Time Bill payments?
 
 
 
 
 
 
 
 
 
 
 
 
36. How do you get information about new payment options?
(Mark all that apply)
 
37.
38. Are you aware or have you used www.electronicpayments.org?
39. In order to route you to the appropriate set of questions, please indicate:
On a scale of 1 to 10, where 1 = Very Dissatisfied, 5 = Neutral and 10 = Very Satisfied,
please rate your satisfaction with ACH payments and, if applicable, Credit or Debit Card payments
received from customers with respect to the following processes or activities:
40. Authorization/Enrollment for payment by the following methods
  Very Dissatisfied 2 3 4 Neutral 6 7 8 9 Very Satisfied N/A  
  ACH  
  Credit Cards  
  Debit Cards  
 
41. Account Verification (Customer's Bank Account or Card Number)
  Very Dissatisfied 2 3 4 Neutral 6 7 8 9 Very Satisfied N/A  
  ACH  
  Credit Cards  
  Debit Cards  
 
42. Posting Payment to your customer's Account
  Very Dissatisfied 2 3 4 Neutral 6 7 8 9 Very Satisfied N/A  
  ACH  
  Credit Cards  
  Debit Cards  
 
43. Payment Exceptions including Returns or Charge-backs
  Very Dissatisfied 2 3 4 Neutral 6 7 8 9 Very Satisfied N/A  
  ACH  
  Credit Cards  
  Debit Cards  
 
44. Fraud/ Risk Management
  Very Dissatisfied 2 3 4 Neutral 6 7 8 9 Very Satisfied N/A  
  ACH  
  Credit Cards  
  Debit Cards  
 
45. Integration/Reporting with your Accounting and/or ERP systems
  Very Dissatisfied 2 3 4 Neutral 6 7 8 9 Very Satisfied N/A  
  ACH  
  Credit Cards  
  Debit Cards  
 
46. Customer Service (Ability to easily answer customers' inquiries)
  Very Dissatisfied 2 3 4 Neutral 6 7 8 9 Very Satisfied N/A  
  ACH  
  Credit Cards  
  Debit Cards  
 
47. Ease of Use (for your organization)
  Very Dissatisfied 2 3 4 Neutral 6 7 8 9 Very Satisfied N/A  
  ACH  
  Credit Cards  
  Debit Cards  
 
48. Changes and Maintenance of Customers' Bank Account or Card Numbers
  Very Dissatisfied 2 3 4 Neutral 6 7 8 9 Very Satisfied N/A  
  ACH  
  Credit Cards  
  Debit Cards  
 
49. Funds Availability/Timing (When your organizations receives full access to funds collected)
  Very Dissatisfied 2 3 4 Neutral 6 7 8 9 Very Satisfied N/A  
  ACH  
  Credit Cards  
  Debit Cards  
 
50. Expense / Overall Cost
  Very Dissatisfied 2 3 4 Neutral 6 7 8 9 Very Satisfied N/A  
  ACH  
  Credit Cards  
  Debit Cards  
 
51. If you know, what are your organization's approximate costs for a typical payment received by:
% or $, please specify
   
   
   
   
   

Would the following ACH services or solutions help your organization's consumer payment receipt/collection efforts?

52. Account Verification (Ability to know if the consumer's account numbers and bank routing are valid)
 
   

Would the following ACH services or solutions help your organization's consumer payment receipt/collection efforts? (cont.)

53. Directory services/tools/notification (Ability to receive updated bank account numbers when they change, tools to improve or add numbers when they change, capability for banks to send out updates to billers)
 
   

Would the following ACH services or solutions help your organization's consumer payment receipt/collection efforts? (cont.)

54. Simpler debit authorizations (An easier process for obtaining an original authorization)
 
   

Would the following ACH services or solutions help your organization's consumer payment receipt/collection efforts? (cont.)

55. Simpler Research/dispute resolution (An easier way to obtain proof of payment authorization)
 
   

Would the following ACH services or solutions help your organization's consumer payment receipt/collection efforts? (cont.)

56. New formats, etc. (enhanced data fields and formats to communicate account changes or payment methods)
 
   
57.
58. If no differences in your process(es), please indicate here  
59.
60. If no differences in your process(es), please indicate here  

Characteristics of your Organization’s Electronic Bill Pay Programs

61. What are your top three obstacles to increasing customer adoption of ACH payment by consumers?
   
   
   
62. Are there budget resources for increasing recurring and/or one-time payments?
 
     
63.
64. Do you market or promote one-time electronic payments to customers to encourage them to try electronic payments?
 
65. If yes, do you try it during enrollment / customer on-boarding?
 
66.
67.
68. Does “green” messaging help with electronic payment marketing efforts?
 
69. Are “faster”, “convenient” or “easy” messages successful?
 
70.
71. If you offer electronic billing, do you “turn off” paper bills for recurring payment customers?
 
72. Is the policy the same for all payment types?
 
     
73. How are eBill customers paying - by ACH or credit card? Please check all that apply
 
74. Do you see many customers switching to a different payment method from their initial method when they originally enrolled in eBill?
 
75. Do you promote the use of service provider(s) to assist customers in paying their bills directly from online banking or other third-party payment providers?
 

Quantitative Information

76. Please estimate the annual growth rate (percentages) you have seen in Direct Payment via ACH and Cards over the past two years?  (i.e. + 2% per year)
     
     
     
     
     
     
     
     
     
77. Looking to the future, how do you expect Direct Payment via ACH and Cards will grow annually over the next two years? (i.e. + 2% per year)
   
   
   
   
   
   
   
   
   
78. In a typical month, approximately how many payments are received through the following methods/channels? Please answer what you can
     
     
     
     
     
     
     
     
     
     
79. How are your consumer debits and charges initiated for Bill Payments?
(Mark all that apply)
    In-House   OutSource to Bank   Outsource to Non-Bank Processor   N/A  
    ACH        
    Credit Cards        
    Debit Cards        
    Lockbox/Checks        
    Other        
80. If known, who is your provider?
     
     
     
     
     
What is the approximate number of customers’ billing statements that are distributed by your organization in a typical month?
Enter whole number
81. Total Bills Generated monthly
   
   
   
Paper Bills Mailed
   
   
   
Bills Distributed Electronically (eBills)
   
   
   
Paperless Bills (No Paper Statement or Bills Sent)
   
   
   
82.

Thank you for your participation. If you can please provide your contact information we will send you a summary of the research results.

83. Contact Information
     
     
     
     
     

Thank You for taking our survey.  
If you have any questions please contact us at (781) 662-8584

 
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