I spotted this tweet from @KeepMePostedUK and whilst there is likely to be some agenda there, I can still think of two good reasons for retaining printed bills:
- they’re easier to access: nobody ever had to log-in to an envelope
- this is an assumption, but the demographic of bill payers (I’m thinking of utilities particularly) probably reflect that of homeowners, the majority of whom probably don’t run their whole lives from mobile devices
To my mind, the more important challenge is to get consistency between channels (unfortunately the general approach is to develop digital channels whilst leaving the traditional ones behind), so when customers do choose to make the jump between, it’s as seamless as possible. For the supplier in question it also reduces the risk of customers reverting to the original channel.