Income Management survey in partnership with Paypoint

1. Rank these features from most to least important to you as an organisation, when reviewing your payment provider

Price
Value for money
Ability for customers to self-serve effectively
Ease of integration into HMS/CRM etc.
Automating of manual processes

Please add below any further features not listed above which are important to consider when reviewing your payment provider

2. Are you aware of PayPoint services? If yes, tick the box for each service you are aware of them providing

Cash bill payment services via their retail network
Digital payment channels, eg. card payment channels, PayByLink and Open Banking
Direct debits
Cash-Out and fund disbursement payment options

3. Were you aware that PayPoint offered digital payment channels prior to this survey?

4. How important is the automating of manual processes in helping your organisation achieve their digital ambitions?

Very important
Important
Not important
Haven't thought about it

5. Are your customers able to self-serve effectively when completing the below payment actions? Tick all that apply.

6. Do you think you provide your customers with a seamless way of making payments?

7. Do you think an improved payment journey would mean you would get paid more or, get paid on time more often?

8. Do your customers currently have the ability to access a real-time rent statement without having to call your contact centre?

Yes
No
If you answered no to the above, please advise what impact having a real-time rent statement available to your customers would have, both to the customer and to your team.

9. What percentage of daily inbound calls are your customers requesting an up to date rent statement?

0-25%
25-50%
50-75%
Over 75%

10. Which of the below most closely matches where problems may lie internally when it comes to payments? (Rank highest to lowest match)

Inaccurate data/lack of access to real-time data
Time consuming nature of file reconciliation
Lack of integration between systems
Too much reliance on legacy payment channels (e.g cash and cheque)
High number of inbound and outbound calls around payments (e.g set-up a direct-debit, access a real time rent statement and making a card payment)

Please add below any further problems that you encounter with your payments currently which have not been listed in the above.

11. Would you be open to replacing the manual end-of-day file manual download process with an API that can stream real time transaction data directly into your HMS/CRM?

What benefits would this provide to your team?

12. Please break down how your current payments are made split by percentage (e.g 45% direct debit, 25% cash and 30% card payments)

Direct debit
Debit/credit card/online
Cash/swipecard
Open Banking
Other

Please comment below which payment method is preferable to your organisation?

13. Are you aware of Open Banking and the benefits it can provide when taking payments?

Yes
No
No - but I would like to learn more!

14. How open are you to reviewing your existing payment services set-up?

Open
Not open

15. What barriers do you see when looking to switch suppliers? (Ranking 1- highest to 4- lowest)

Contractual obligation
Procurement process
Cost of switching
Lack of resource internally

Please leave your name and contact details if you are happy for a member of the team at PayPoint to get in touch in order to discuss their payment solutions.