6 February 2008
Companies could lose big by imposing comparatively unpopular paperless billing on customers, the Royal Mail said yesterday.
According to the national postage firm, up to one-third of customers would migrate to rivals if forced onto electronic-only bills - a consumer churn which would affect banks, utility firms and telecoms alike.
Despite the increasing popularity of internet banking, Royal Mail claimed that 19% of customers would vow to switch current account provider if they faced their paper statements stopping.
Just over two-thirds (68 per cent) also said that, though they banked online, they would prefer to keep a paper copy of statements.
Abi Wood, Head of Financial Sector Marketing at Royal Mail, claimed: "Many companies are currently actively encouraging people to transact with them online, but they need to ensure that this is what their customers really want.
"It is important for companies to embrace the breadth of communication channels available and offer their customers a choice - companies that scrap paper communications without asking their customers first will lose a significant number of them to rivals."
Royal Mail's research also suggested that 69% of Britons thought that it was 'easier to deal with' post than email communications.
© 2008 Adfero Ltd
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