Billing and Payment – Billing Industry Benchmarks – 2017

Chartwell’s Billing Survey, which was conducted during the third quarter of 2017, includes 55 complete responses from utilities across the United States and Canada. Among the report’s key findings:

  • While only 29% of utilities offer a mobile app with billing functionality, this billing option has the highest participation rate of all billing programs, at 16%.
  • eBill enrollment has been growing steadily over the last eight years. Across the industry, the average enrollment rate is 28%. 
  • On average, utilities can save $0.47 per bill per month by moving customers to electronic billing.