June 30, 2020 /PRNewswire-PRWeb/ --
KUBRA, a leading provider of customer experience management
solutions for some of the largest utility, insurance, and
government entities, continues to build upon its research with a
new utility consumer report for 2020. As a thought leader in the
utility billing and payments space and an innovative payment
provider, KUBRA constantly evaluates and researches customer
behavior and attitudes to best support utilities in their efforts
to offer better billing and payment experiences to their
At the beginning of 2020, KUBRA continued to support the utility
sector by building on the research it collected in 2018 on consumer
billing behaviors. This nationwide survey captured the responses of
1,073 adults, 18 years of age or older, who identified themselves
as the person responsible for their household's utility (gas,
electric, and water) decisions and payments.
Summary findings of the report:
- Mobile is a big deal in payments and billing channels. Mobile
apps specifically are meeting the needs of the consumer of
- Quick payment processing is expected and continues to grow.
Customers are expecting their payments to be processed and posted
within 24 hours, if not instantly.
- Convenience is a major digital motivator. This recent pandemic
has given the channel an additional push.
- Ease of review is a major focus for e-bill delivery success.
Utilities should focus on design when trying to drive mail
- The preference is strong for email bill delivery and
communication. Customers continue to prefer their utility use this
channel to communicate important information
- Self-service is the path to driving customer engagement and
loyalty. Spark loyalty and engagement by providing more options and
"The only way that utilities can truly deliver exceptional
billing and payment experiences to their customers is by first
understanding their behaviors and attitudes," said Rick Watkin, President and CEO of KUBRA.
"Utility customer preferences are far from static, and that's why
we continue to explore this area so we can help utilities and their
customers experience better billing and payments." Watkin
To gain greater insight into customers' current billing and
payment preferences, download a complete copy of the 2020 KUBRA
Utility Consumer Billing Report here.
KUBRA provides customer experience management solutions to some of
the largest utility and government entities across North America. Our portfolio includes billing
and payment, mapping, mobile apps, proactive communications, and
artificial intelligence solutions for customers. With more than one
billion customer experiences annually, KUBRA services reach over
40% of households in the U.S. and Canada. KUBRA is an operating subsidiary of
the Hearst Corporation. Visit https://www.KUBRA.com for more