Results of the BPAY Annual Usage & Attitude Study

Results of the BPAY Annual Usage & Attitude Study

Each year BPAY conducts comprehensive research to understand consumer preferences regarding bill payments and electronic presentments.

The results of the 2013 survey have been finalised and BPAY remains the most widely-used method of paying bills in Australia. The research was conducted back in September 2013 and approximately 1000 Australians aged between 18 and 75 were surveyed.

As a backdrop to the detailed study, we looked at consumer perceptions around their financial situation. In 2013, there was a marked increase in the number of consumers concerned about being able to pay bills (42% in 2013 against 35% in 2012).

Looking specifically at payment methods, 72% of Australians had used BPAY to pay a bill in the past 12 months. In addition, BPAY had the largest share of a consumer’s payment wallet with 34% of an individual’s bill being paid via BPAY.



BPAY as a payment method (compared to its competitors) is most closely associated with the attributes consumers look for when paying a bill, namely: security, free to use, easy to use, convenient and reliable.

In line with the 2012 results, the propensity for consumers to pay bills online and with mobile devices continued to grow. The percentage of bill payers making a BPAY payment on a mobile or tablet device jumped from 15% in 2012 to 25% in 2013. It’s anticipated this figure will rise as Financial Institutions launch their next generation mobile banking applications.

Electronic presentment is now at tipping point with 82% of the population now receiving some type of electronic bill. This is clearly closing the gap on the traditional paper bill (with 88% receiving bills via this method). Not surprisingly, the Youth market aged 18-25 years have already crossed over with 83% receiving bills electronically versus 74% by paper. This growth can partly be attributed to Billers surcharging for a paper bill. Furthermore, 30% of respondents said they have paid a surcharge to receive a paper bill and would consider switching to electronic presentment to avoid this surcharge.


It is likely this growth trend will continue. 72% of current BPAY View users stated that they would sign up to receive more bills via BPAY View. Amongst non-users, consideration to use the service is also high at 43%. The key reasons consumers sighted for moving to electronic presentment was that “they wanted an option that was better for the environment” and that “they wanted to manage their bills electronically”.^

Based on the research findings, the 2013 Usage & Attitude Study clearly show that there is an opportunity to take advantage of the consumer shift in the way people want to receive and manage their bills.

^Source: BPAY Annual U&A Study 2013, TNS.

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