Transactional mail in the utilities sector

This 2007 study, conducted by the Henley Centre for Royal Mail, demonstrates the value to utilities customers of receiving paper-based bills and statements. Despite the best efforts of businesses to encourage their customers to be paperless, it is clear that consumers remain wedded to transactional mail.

This report sets out the benefits of mail including:

• Its use as a visual reminder and a prompt to action

• Its perceived trustworthiness compared with digital alternatives

• Its simplicity

• Its ability to build brand relationships

• Its practical use (for example, as proof of identity)