Transactional mail in the telecoms sector

This 2007 research by the Henley Centre, demonstrates the value to telecoms customers of receiving paper bills and statements from their phone or mobile provider.

Despite the best efforts of business to persuade customers to move to a paperless environment, it's clear that consumers remain wedded to transactional mail for their phone and mobile phone bills.

Some of the perceived benefits of mail include its:

• Use as a visual reminder, allowing it to be kept for future reference

• Perceived trustworthiness compared with digital alternatives, particularly for confidential information

• Ability to build brand relationships

• Practical use (for example, as a form of identification)