There have been some big changes in customer behavior regarding bill pay over the last few years, including a major swing towards online options. However, despite these shifts, statement mail continues to play an important role.
The U.S. Postal Service Household Diary Study, an annual survey of mail trends, offers some insights into how consumers feel about mail. In 2024 American households received an average of 63.8 bills and 21.1 statements over the course of the year. That equates to 11.8 billion pieces total and 38 percent of all First-Class Mail received. Consumers cite several reasons for preferring mailed bills and statements, including record keeping and not having to set up online billing.1
The amount of statement mail received by households has significant implications for branding and customer communications. These mailed statements and bills are regular customer touchpoints that can be used for marketing purposes. In fact, many people actually prefer to be marketing to via mail. Almost half of consumers (44 percent) say mail feels less intrusive than other types of advertising.2 Additionally, 73 percent of American consumers like the convenience of direct mail because they can read it whenever they want. More than half of consumers (59 percent) will even keep an interesting piece of mail and refer back to it later, up 4% from last year. 2
There are several strategies businesses can use to transform their statement mail into marketing machines.
- Include QR codes or URLs. It’s very common for customers to visit a website or search for a company online after receiving a mailed communication, so make it easy for them to do so. Connecting offline and online communications not only improves and simplifies the customer experience, it boosts the likelihood of a brand engagement or sale.
- Personalize messages. Consumers feel more valued by brands who personalize messages, and statement mail provides a prime opportunity to do that. Include the customer’s name, or reference a specific product or service they are using. This is also a good place for a tailored offer or a loyalty message. Bonus, 72 percent of marketers have seen improved response rates due to personalization!3
- Have a clear call to action. Take the guesswork out of customer responses by clearly offering them next steps. For example, you could ask them to like you on social media, or try out a new product that aligns with their purchase history.
With a strategic approach, the branding and business development opportunities in statement mail are endless. Matrix has been experts in transactional mail for decades. We can help you get more out of your mail by placing targeted messaging on your bills that are guaranteed to be read. We customize designs, add eye-catching graphics, utilize creative envelopes and can include personalized messaging and inserts to optimize response rates. Our approach keeps the customers’ needs first, improving their billing experience through flexible, convenient bill presentment and payment options that cater to their preferences.
With Matrix, your company can easily implement statement mail that’s personalized, modern, cost-effective and individually verified. Contact us today to get started.
Sources
2Direct Mail Marketing Trends 2025 | Franklin Madison Direct
2 Franklin Madison Direct 2025
