ACH Bill Pay

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

Does your Organization send bills or invoices to customers for payment? Choose one

We always send bills or invoices to consumers for payment

We always expect payment at the time of sale and provide a receipt

We both collect payment at the time of sale and send bills or invoices to customers

3.	What is your job title?

4.	Please share a brief description of your background and responsibilities with regard to billing and/or receivables collections of payments at your organization.

	If Other, please specify

What is the annual revenue of your organization?
Estimates are acceptable

Up to $1 million

$1 - $4.9 million

$5 - $9.9 million

$10 - $49.9 million

$50 - $499.9 million

$500 - $999.9 million

Over $1 billion

Don't Know

7.	Approximately how many customers does your organization currently serve? Please enter whole numbers
		Consumer or Residential
		Business or Non-Residential (if applicable)
		Total Customers

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.

Do you offer electronic payment options for your customers?

Yes

As a private individual, have you previously paid any of your household bills online?

Yes, I currently use online bill payment every month

Yes, but only occasionally

10.

Has your organization explored receiving electronic bill payments from consumers?
Mark All that apply

Yes, ACH

Yes, Credit Cards

Yes, Debit Cards

Yes, Alternative i.e., PayPal

11.

What are the primary barriers for your organization to receive Bill Payments via ACH from your customers?
Mark All that apply

Customers do not want it

It was designed for larger companies

It is too expensive

Concern about the safety and security of financial information

It is too complicated

Do not have time to learn about it

Not aware of Bank's offering it

Other (please specify)

12.	Why has your organization decided not to accept electronic bill payments?
	ACH
	Credit Cards
	Debit Cards

13.

How soon, if ever, do you think your organization will be able to receive Bill Payments via ACH from your customers?

By the end of 2013

By the end of 2014

No specific plans at this point

14.

Which types?
(Mark all that apply)

ACH (e.g., where the consumer pre-authorizes a one-time or recurring periodic electronic direct debit from their bank account to pay a bill as it becomes due)

Credit Card

Debit Card

Alternative (e.g., PayPal, BillFloat, etc.)

15.

Does your organization have electronic payment goals?
For example, percent of electronic bill payers, increasing payment options, or increasing a certain payment types

Yes

Please describe your goals

16.	If your organization offers a recurring payment program for your customers, what name(s) do you call it? (e.g., Bank Draft, EasyPay, Autopay) If no program offered enter "NA"

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.

Yes

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.
	Recurring ACH Payments (i.e., pre-arranged debits from the consumers for periodic charges as bills become due )
	One-Time ACH Payments e.g., oral authorization by Telephone, or a single payment authorized via the Internet.

19.	What are the top “Positives” and “Negatives” of your organization’s electronic payments program? (Include both One-Time and Recurring/Automatic payments)
	Positives: 1.
	2.
	3.
	Negatives: 1.
	2.
	3.

20.

In general, does your company prefer to receive payments via ACH or Cards?

ACH

Credit Cards

Debit Cards

No Preference

	Are there specific BENEFITS influencing your organization's choice of which payment options to offer customers?
	Are there specific PAIN POINTS influencing your organization's choice of which payment options to offer customers?

21.

Do you try to steer/encourage consumers to a particular type of payment (ACH or Cards, recurring or one-time) over another?

Yes

What type of payment, why and how do you do that?

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)

One Time ACH

PINless Debit

Recurring ACH

Alternative e.g., Paypal

Credit Card

We do not accept payments through a Biller Direct Website

Debit or Prepaid Card

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)

No Fees

		One Time ACH
		Recurring ACH
		Credit Cards
		Debit or Prepaid Card
		PINless Debit
		Alternative

24.

What payment methods do you accept for IVR/Call Center live operator ?
(Mark all that apply)

One-time ACH

PINless Debit

Recurring ACH

Alternative, e.g., Paypal

Credit Cards

We do not accept payments through our call center

Debit or Prepaid Card

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)

No Fees for IVR

No Fees for Live Operator

	One-Time ACH
	Recurring ACH
	Credit Cards
	Debit or Prepaid Card
	PINless Debit
	Alternative

26.

What payment methods do you accept for Walk-In payment centers/offices ?
(Mark all that apply)

Checks/Money Orders

Credit Cards

Check Imaging / Remote Deposit Capture (IRD)

Debit or Prepaid Card

One-Time ACH

Alternative e.g., Paypal

Cash

We do not have a walk-in payment center

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)

No Fees

		Checks/Money Orders
		Check Imaging / Remote Deposit Capture (IRD)
		One-Time ACH
		Cash
		Credit Cards
		Debit or Prepaid Card
		Alternative

28.

What payment methods do you acccept for Mail or Lockbox?
(Mark all that apply)

Checks/Money Orders

Cash

Check Imaging / Remote Deposit Capture (IRD)

Credit Cards

ACH (ARC)

Debit or Prepaid Card

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)

No Fees

		Checks/Money Orders
		Check Imaging / Remote Deposit Capture (IRD)
		ACH - ARC
		Cash
		Credit Cards
		Debit or Prepaid Card

	Please Comment Why

	Please Comment Why

	Please Comment Why

	Please Comment Why

	Please Comment Why

	Please Comment Why

36.

How do you get information about new payment options?
(Mark all that apply)

Your Bank

Vendors

Conferences and tradeshows

On your own

37.	How does your organization evaluate new payment options? (e.g., PayPal, bill-my-parents, etc.?) How long does it take? What process is (or likely would be) used to make a decision?

38.

Are you aware or have you used www.electronicpayments.org?

Yes

39.

In order to route you to the appropriate set of questions, please indicate:

We currently accept electronic bill payments or plan to within the next year

We do not accept electronic bill payments and have no plans to do so in the near future

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
40.		Very Dissatisfied	2	3	4	Neutral	6	7	8	9	Very Satisfied	N/A
	ACH	ACH Very Dissatisfied	ACH 2	ACH 3	ACH 4	ACH Neutral	ACH 6	ACH 7	ACH 8	ACH 9	ACH Very Satisfied	ACH N/A
	Credit Cards	Credit Cards Very Dissatisfied	Credit Cards 2	Credit Cards 3	Credit Cards 4	Credit Cards Neutral	Credit Cards 6	Credit Cards 7	Credit Cards 8	Credit Cards 9	Credit Cards Very Satisfied	Credit Cards N/A
	Debit Cards	Debit Cards Very Dissatisfied	Debit Cards 2	Debit Cards 3	Debit Cards 4	Debit Cards Neutral	Debit Cards 6	Debit Cards 7	Debit Cards 8	Debit Cards 9	Debit Cards Very Satisfied	Debit Cards N/A

	Why Different (If ACH is lower)?

41.	Account Verification (Customer's Bank Account or Card Number)
41.		Very Dissatisfied	2	3	4	Neutral	6	7	8	9	Very Satisfied	N/A
	ACH	ACH Very Dissatisfied	ACH 2	ACH 3	ACH 4	ACH Neutral	ACH 6	ACH 7	ACH 8	ACH 9	ACH Very Satisfied	ACH N/A
	Credit Cards	Credit Cards Very Dissatisfied	Credit Cards 2	Credit Cards 3	Credit Cards 4	Credit Cards Neutral	Credit Cards 6	Credit Cards 7	Credit Cards 8	Credit Cards 9	Credit Cards Very Satisfied	Credit Cards N/A
	Debit Cards	Debit Cards Very Dissatisfied	Debit Cards 2	Debit Cards 3	Debit Cards 4	Debit Cards Neutral	Debit Cards 6	Debit Cards 7	Debit Cards 8	Debit Cards 9	Debit Cards Very Satisfied	Debit Cards N/A

	Why Different (If ACH is lower)?

42.	Posting Payment to your customer's Account
42.		Very Dissatisfied	2	3	4	Neutral	6	7	8	9	Very Satisfied	N/A
	ACH	ACH Very Dissatisfied	ACH 2	ACH 3	ACH 4	ACH Neutral	ACH 6	ACH 7	ACH 8	ACH 9	ACH Very Satisfied	ACH N/A
	Credit Cards	Credit Cards Very Dissatisfied	Credit Cards 2	Credit Cards 3	Credit Cards 4	Credit Cards Neutral	Credit Cards 6	Credit Cards 7	Credit Cards 8	Credit Cards 9	Credit Cards Very Satisfied	Credit Cards N/A
	Debit Cards	Debit Cards Very Dissatisfied	Debit Cards 2	Debit Cards 3	Debit Cards 4	Debit Cards Neutral	Debit Cards 6	Debit Cards 7	Debit Cards 8	Debit Cards 9	Debit Cards Very Satisfied	Debit Cards N/A

	Why Different (If ACH is lower)?

43.	Payment Exceptions including Returns or Charge-backs
43.		Very Dissatisfied	2	3	4	Neutral	6	7	8	9	Very Satisfied	N/A
	ACH	ACH Very Dissatisfied	ACH 2	ACH 3	ACH 4	ACH Neutral	ACH 6	ACH 7	ACH 8	ACH 9	ACH Very Satisfied	ACH N/A
	Credit Cards	Credit Cards Very Dissatisfied	Credit Cards 2	Credit Cards 3	Credit Cards 4	Credit Cards Neutral	Credit Cards 6	Credit Cards 7	Credit Cards 8	Credit Cards 9	Credit Cards Very Satisfied	Credit Cards N/A
	Debit Cards	Debit Cards Very Dissatisfied	Debit Cards 2	Debit Cards 3	Debit Cards 4	Debit Cards Neutral	Debit Cards 6	Debit Cards 7	Debit Cards 8	Debit Cards 9	Debit Cards Very Satisfied	Debit Cards N/A

	Why Different (If ACH is lower)?

44.	Fraud/ Risk Management
44.		Very Dissatisfied	2	3	4	Neutral	6	7	8	9	Very Satisfied	N/A
	ACH	ACH Very Dissatisfied	ACH 2	ACH 3	ACH 4	ACH Neutral	ACH 6	ACH 7	ACH 8	ACH 9	ACH Very Satisfied	ACH N/A
	Credit Cards	Credit Cards Very Dissatisfied	Credit Cards 2	Credit Cards 3	Credit Cards 4	Credit Cards Neutral	Credit Cards 6	Credit Cards 7	Credit Cards 8	Credit Cards 9	Credit Cards Very Satisfied	Credit Cards N/A
	Debit Cards	Debit Cards Very Dissatisfied	Debit Cards 2	Debit Cards 3	Debit Cards 4	Debit Cards Neutral	Debit Cards 6	Debit Cards 7	Debit Cards 8	Debit Cards 9	Debit Cards Very Satisfied	Debit Cards N/A

	Why Different (If ACH is lower)?

45.	Integration/Reporting with your Accounting and/or ERP systems
45.		Very Dissatisfied	2	3	4	Neutral	6	7	8	9	Very Satisfied	N/A
	ACH	ACH Very Dissatisfied	ACH 2	ACH 3	ACH 4	ACH Neutral	ACH 6	ACH 7	ACH 8	ACH 9	ACH Very Satisfied	ACH N/A
	Credit Cards	Credit Cards Very Dissatisfied	Credit Cards 2	Credit Cards 3	Credit Cards 4	Credit Cards Neutral	Credit Cards 6	Credit Cards 7	Credit Cards 8	Credit Cards 9	Credit Cards Very Satisfied	Credit Cards N/A
	Debit Cards	Debit Cards Very Dissatisfied	Debit Cards 2	Debit Cards 3	Debit Cards 4	Debit Cards Neutral	Debit Cards 6	Debit Cards 7	Debit Cards 8	Debit Cards 9	Debit Cards Very Satisfied	Debit Cards N/A

	Why Different (If ACH is lower)?

46.	Customer Service (Ability to easily answer customers' inquiries)
46.		Very Dissatisfied	2	3	4	Neutral	6	7	8	9	Very Satisfied	N/A
	ACH	ACH Very Dissatisfied	ACH 2	ACH 3	ACH 4	ACH Neutral	ACH 6	ACH 7	ACH 8	ACH 9	ACH Very Satisfied	ACH N/A
	Credit Cards	Credit Cards Very Dissatisfied	Credit Cards 2	Credit Cards 3	Credit Cards 4	Credit Cards Neutral	Credit Cards 6	Credit Cards 7	Credit Cards 8	Credit Cards 9	Credit Cards Very Satisfied	Credit Cards N/A
	Debit Cards	Debit Cards Very Dissatisfied	Debit Cards 2	Debit Cards 3	Debit Cards 4	Debit Cards Neutral	Debit Cards 6	Debit Cards 7	Debit Cards 8	Debit Cards 9	Debit Cards Very Satisfied	Debit Cards N/A

	Why Different (If ACH is lower)?

47.	Ease of Use (for your organization)
47.		Very Dissatisfied	2	3	4	Neutral	6	7	8	9	Very Satisfied	N/A
	ACH	ACH Very Dissatisfied	ACH 2	ACH 3	ACH 4	ACH Neutral	ACH 6	ACH 7	ACH 8	ACH 9	ACH Very Satisfied	ACH N/A
	Credit Cards	Credit Cards Very Dissatisfied	Credit Cards 2	Credit Cards 3	Credit Cards 4	Credit Cards Neutral	Credit Cards 6	Credit Cards 7	Credit Cards 8	Credit Cards 9	Credit Cards Very Satisfied	Credit Cards N/A
	Debit Cards	Debit Cards Very Dissatisfied	Debit Cards 2	Debit Cards 3	Debit Cards 4	Debit Cards Neutral	Debit Cards 6	Debit Cards 7	Debit Cards 8	Debit Cards 9	Debit Cards Very Satisfied	Debit Cards N/A

	Why Different (If ACH is lower)?

48.	Changes and Maintenance of Customers' Bank Account or Card Numbers
48.		Very Dissatisfied	2	3	4	Neutral	6	7	8	9	Very Satisfied	N/A
	ACH	ACH Very Dissatisfied	ACH 2	ACH 3	ACH 4	ACH Neutral	ACH 6	ACH 7	ACH 8	ACH 9	ACH Very Satisfied	ACH N/A
	Credit Cards	Credit Cards Very Dissatisfied	Credit Cards 2	Credit Cards 3	Credit Cards 4	Credit Cards Neutral	Credit Cards 6	Credit Cards 7	Credit Cards 8	Credit Cards 9	Credit Cards Very Satisfied	Credit Cards N/A
	Debit Cards	Debit Cards Very Dissatisfied	Debit Cards 2	Debit Cards 3	Debit Cards 4	Debit Cards Neutral	Debit Cards 6	Debit Cards 7	Debit Cards 8	Debit Cards 9	Debit Cards Very Satisfied	Debit Cards N/A

	Why Different (If ACH is lower)?

49.	Funds Availability/Timing (When your organizations receives full access to funds collected)
49.		Very Dissatisfied	2	3	4	Neutral	6	7	8	9	Very Satisfied	N/A
	ACH	ACH Very Dissatisfied	ACH 2	ACH 3	ACH 4	ACH Neutral	ACH 6	ACH 7	ACH 8	ACH 9	ACH Very Satisfied	ACH N/A
	Credit Cards	Credit Cards Very Dissatisfied	Credit Cards 2	Credit Cards 3	Credit Cards 4	Credit Cards Neutral	Credit Cards 6	Credit Cards 7	Credit Cards 8	Credit Cards 9	Credit Cards Very Satisfied	Credit Cards N/A
	Debit Cards	Debit Cards Very Dissatisfied	Debit Cards 2	Debit Cards 3	Debit Cards 4	Debit Cards Neutral	Debit Cards 6	Debit Cards 7	Debit Cards 8	Debit Cards 9	Debit Cards Very Satisfied	Debit Cards N/A

	Why Different (If ACH is lower)?

50.	Expense / Overall Cost
50.		Very Dissatisfied	2	3	4	Neutral	6	7	8	9	Very Satisfied	N/A
	ACH	ACH Very Dissatisfied	ACH 2	ACH 3	ACH 4	ACH Neutral	ACH 6	ACH 7	ACH 8	ACH 9	ACH Very Satisfied	ACH N/A
	Credit Cards	Credit Cards Very Dissatisfied	Credit Cards 2	Credit Cards 3	Credit Cards 4	Credit Cards Neutral	Credit Cards 6	Credit Cards 7	Credit Cards 8	Credit Cards 9	Credit Cards Very Satisfied	Credit Cards N/A
	Debit Cards	Debit Cards Very Dissatisfied	Debit Cards 2	Debit Cards 3	Debit Cards 4	Debit Cards Neutral	Debit Cards 6	Debit Cards 7	Debit Cards 8	Debit Cards 9	Debit Cards Very Satisfied	Debit Cards N/A

	Why Different (If ACH is lower)?

51.	If you know, what are your organization's approximate costs for a typical payment received by: % or $, please specify
	Checks/Money Orders
	ACH
	Cash
	Credit Cards
	Debit or Prepaid Card

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)

Yes

Don't Know

If yes, how might it help?

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)

Yes

Don't Know

If yes, how might it help?

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)

Yes

Don't Know

If yes, how might it help?

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)

Yes

Don't Know

If yes, how might it help?

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)

Yes

Don't Know

If yes, how might it help?

57.	For Recurring Payments, please describe any important pain points and/or differences in your process(e)s for obtaining authorization from customers between ACH and card payments. For example, enrolling into recurring ACH requires mailing in a voided check and a signed form vs. an online entry of bank account or credit card account number.

58.

If no differences in your process(es), please indicate here

No Difference

59.	For One-Time Payments, please describe any important pain points and/or differences in your process(e)s for obtaining authorization from customers between ACH and card payments. For example, recording of calls and consent for ACH payments by telephone may take more time that is required for a credit card transaction.

60.

If no differences in your process(es), please indicate here

No Difference

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?
	1.
	2.
	3.

62.

Are there budget resources for increasing recurring and/or one-time payments?

Yes

If yes, approximately how much is spent annually?

63.	How are consumers educated about electronic payment?

64.

Do you market or promote one-time electronic payments to customers to encourage them to try electronic payments?

Yes

65.

If yes, do you try it during enrollment / customer on-boarding?

Yes

66.	What messages are used/have been successful to enroll Recurring electronic payments?

67.	What messages are used/have been successful to enroll One-Time electronic payments?

68.

Does “green” messaging help with electronic payment marketing efforts?

Yes

69.

Are “faster”, “convenient” or “easy” messages successful?

Yes

70.	What types of Promotions or Consumer Education programs could an industry organization provide to boost electronic payments adoption and help meet your company’s goals?

71.

If you offer electronic billing, do you “turn off” paper bills for recurring payment customers?

Yes

N/A, We do not offer eBilling

72.

Is the policy the same for all payment types?

Yes

If no, which payment type(s) differs in treatment?

73.

How are eBill customers paying - by ACH or credit card? Please check all that apply

ACH

Credit Card

Debit Card

74.

Do you see many customers switching to a different payment method from their initial method when they originally enrolled in eBill?

To Card from ACH payments

To ACH from Card payments

Few changes from how they enrolled originally

Do not know

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?

Yes

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)
		ACH Overall
		One-Time ACH
		Recurring ACH
		Card Overall (Credit or Debit)
		One-Time Card
		Recurring Card
		Alternative Overall
		Alternative One-Time
		Alternative Recurring

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)
	ACH Overall
	One-Time ACH
	Recurring ACH
	Card Overall
	One-Time Card
	Recurring Card
	Alternative Overall
	Alternative One-Time
	Alternative Recurring

78.	In a typical month, approximately how many payments are received through the following methods/channels? Please answer what you can
		Paper Items: Checks, Cash and Money Orders: In-person, Walk-in or Agent
		Lockbox - Mail or drop-box
		Electronic Payments : Recurring Preauthorized ACH (Auto debit PPD's)
		Online ACH (WEB)
		ACH received from a bill service provider (e.g., Fiserv or Bank)
		IVR - ACH TEL
		Call Center - Live Agent or Representative
		PINless Debit
		Other
		Total

79.	How are your consumer debits and charges initiated for Bill Payments? (Mark all that apply)
79.			In-House	OutSource to Bank	Outsource to Non-Bank Processor	N/A
		ACH	ACH In-House	ACH OutSource to Bank	ACH Outsource to Non-Bank Processor	ACH N/A
		Credit Cards	Credit Cards In-House	Credit Cards OutSource to Bank	Credit Cards Outsource to Non-Bank Processor	Credit Cards N/A
		Debit Cards	Debit Cards In-House	Debit Cards OutSource to Bank	Debit Cards Outsource to Non-Bank Processor	Debit Cards N/A
		Lockbox/Checks	Lockbox/Checks In-House	Lockbox/Checks OutSource to Bank	Lockbox/Checks Outsource to Non-Bank Processor	Lockbox/Checks N/A
		Other	Other In-House	Other OutSource to Bank	Other Outsource to Non-Bank Processor	Other N/A

80.	If known, who is your provider?
		ACH
		Credit Cards
		Debit Cards
		Lockbox/Checks
		Other

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
	Consumer or Residential
	Business or Non-Residential
	Total

Paper Bills Mailed

	Consumer or Residential
	Business or Non-Residential
	Total

Bills Distributed Electronically (eBills)

	Consumer or Residential
	Business or Non-Residential
	Total

Paperless Bills (No Paper Statement or Bills Sent)

	Consumer or Residential
	Business or Non-Residential
	Total

82.	Any Observations or General Comments about how Direct Payments via ACH could be improved?

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
		Name
		Title
		Organization
		email
		Telephone

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.

Part A: Background Information about your Organization

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.

Part C. Your Organization’s Business Practices by Channel

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

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

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

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

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

Characteristics of your Organization’s Electronic Bill Pay Programs

Quantitative Information

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

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

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.

Part A: Background Information about your Organization

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.

Part C. Your Organization’s Business Practices by Channel

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

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

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

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

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

Characteristics of your Organization’s Electronic Bill Pay Programs

Quantitative Information

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

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

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.

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