How Do Banks EBPP Adoption Rates Compare?
Sixteen percent of online US households pay bills at a bank’s Web site. But adoption varies significantly by region and generation — making it difficult to compare banks without looking at their regional footprints and customer demographics. Forrester’s analysis shows that the performance of the top-ranking bank — Bank of America — is due more to its EBPP product strategies and marketing tactics than to its customer demographics. Emulating Bank of America’s approach could pay off with greater EBPP adoption success for other banks.
