The findings from a new report show that 67% of customers would prefer to receive their utility bills (gas, electricity and water) digitally.

The findings from the Hidden Opportunity Market Report show 49% would prefer email, 16% access via an online portal, 2% from an app and just 1% from SMS.

However, a further 30% still expect to receive their correspondence through the post.

The report highlights the impact digital transformation is having on the expectations of utility customers, with greater choice leading to preferences for a multichannel approach depending on the nature of the communication.

Asked about contracts as opposed to bills, the figures show some change, with 45% of consumers preferring to receive these through the post and 41% by email, which demonstrates that direct communication is still the preferred method for non-transactional documents.

In each instance, the two preferred methods of communication remain post and email (79% and 86% respectively). The wider report also found that within five years, a third of all consumers expect online chat functions to become their preferred method to communicate with service providers.

Despite far fewer customers choosing to use online portals (16%) and apps (2%) compared to other sectors, such as banking where a third of customers use apps and portals to view statements, utility providers may need to invest more in their omnichannel communications strategies to meet with the changing needs of customers in years to come.

The independent report of 2,000 consumers was commissioned by Opus Trust Communications, the multichannel communications expert.

Chief Executive Officer for Opus Trust Communications, Tony Strong, commented:

“This Hidden Opportunity Market Report has confirmed that consumers expect choice when it comes to the way that they receive communications from their utility suppliers.

“Some utility providers have already proven the success of paperless billing, with the majority of customers willing to shift to digital communications, however findings have confirmed that consumers still remain loyal to post when it comes to non-transactional documentation.

“We know that regular communications speak volumes about a company but can often be overlooked. What we want to see is companies turning conventional, more functional communications into engaging, relevant and informative customer experiences.

“The message from this report is clear; customers are embracing new technology and channels, but there is no one-size-fits-all. Consumers each have individual preferences and organisations must ensure they offer customers a choice of channels to enable them to customise their communications.”

The research also explored individual sectors in more detail, providing a more granular view of how consumers prefer to receive the different types of document and communications issued by different service providers.