Austrian citizens still prefer paper bills over electronic mail, especially for importantdocuments, a study by Austrian Post revealed.
The country’s postal operator commissioned the Austrian Institute for Empirical Social Research(IFES) in May to find out the communicational needs of the Austrians. The results of therepresentative nationwide survey clearly show that paper invoices are more popular with 75% of thepopulation preferring to receive their invoices by post rather than e-invoices.
“It was important for us to get familiar with the needs of Austrian citizens to adjust ourservices even more to the customers’ interests. The study has confirmed our views in many areas butalso gives us new impulses for the future orientation both for the classical letter and theelectronic services,” Austrian Post CEO Georg Pölzl said.
At present, 8 out of 10 households receive electronic invoices along with paper invoices. Theremaining 20% receive paper bills only. But even “heavy internet users” who use the internet dailygo for the paper option with 66% while 67% of the younger generation up to 35 years also prefersthe traditional version.
The overwhelming majority of documents and invoices is still sent on paper by post ranging frommedical insurance services, car insurance, life insurance, current accounts, online shoppinginvoices and others.
Paper bills have the reputation of being safe, reliable and customer-friendly and thus easier tocontrol than electronic invoices. E-bills are considered by the respondents as very eco-friendly,but one third of them regularly prints the invoices after receipt and 27% of e-bills are printedout on demand, for example in case of a complaint.
Looking ahead, the large majority of respondents remain sceptical in terms of a strongerproliferation of electronic invoices with two thirds of the population (69%) refusing to receiveinvoices and personal documents only in electronic form. This view dominates all age group to analmost equally strong extent.
