How Customers Want to Manage Their Payment Matters

When it comes to managing invoices and payments, customers value both independence and access to personal support. But which channel they prefer depends on what they need to do.

Ropo’s 2026 Annual End Customer Survey provides insight into how customers across Finland, Sweden, and Norway prefer to handle different invoice- and payment-related matters. The results show a strong preference for online self-service across all the scenarios included in the survey, with many respondents already familiar with online self-service as a large share participated through MyRopo. At the same time, the results reveal an important distinction: the more clarification a matter requires, the more important personal service becomes.

For companies, understanding these preferences is an important part of creating a smooth end-customer experience. The right service channel can make managing everyday payment matters easier while ensuring that support is available when customers need it.

Self-service leads for everyday payment matters

The strongest preference for online self-service can be seen in straightforward tasks that customers can manage independently.

When asked how they would prefer to check their debt balance, 67.3% of respondents selected online self-service. The same was true for 64.8% of those updating their billing details or address information and 56.7% of those providing bank account details for a refund of an overpayment.

The preference extends beyond simple information updates. More than half of respondents would also prefer online self-service when requesting an extension for an invoice that has not yet fallen due (52.7%) or splitting an invoice into multiple installments before its due date (54.5%).

The results point to the value of giving customers the ability to manage payment matters independently. When an issue can be resolved through self-service, customers can take care of it when it suits them, without having to wait for service hours or contact customer service.

IMAGE: How would you prefer to handle the following matters? (Annual End Customer Survey 2026)

When matters require clarification, personal service gains importance

While online self-service ranked as the most preferred option across all scenarios included in the survey, the picture becomes more balanced when the matter involves a dispute, an overdue invoice, or collection.

For a complaint regarding invoice content or disputing an invoice, preferences were almost evenly divided between online self-service (36.9%) and phone service (36.7%). Similarly, 39.9% preferred online self-service for clarification regarding an overdue invoice, compared with 35.9% who preferred to handle the matter by phone. For clarification of collection fees, the figures were 38.4% and 36.8%, respectively.

A similar shift can be seen in payment arrangements once an invoice has entered collection. Online self-service remains the preferred option, but its lead over phone service narrows. While 54.5% prefer self-service when splitting an invoice that has not yet fallen due into installments, the figure decreases to 48.9% when the invoice is in collection. At the same time, preference for phone service rises from 29.9% to 34.1%.

The results suggest that when a situation becomes less straightforward, the opportunity to discuss the matter with an expert who can provide relevant guidance becomes more valuable. Digital convenience remains important, but so does access to knowledgeable personal support when customers need clarification or guidance.

The best channel depends on the situation

Taken together, the results highlight an important point about customer service: there is no single channel that meets every need equally well.

For routine matters, customers show a clear preference for handling things themselves online, while personal service gains importance when a situation calls for more explanation or individual guidance.

Email and online chat were not the most preferred channel for any of the situations included in the survey. The results point to two particularly important service needs: the freedom to resolve matters independently when possible and direct access to personal support when needed.

MyRopo brings self-service and support together

Ropo’s digital self-service channel MyRopo is designed around this flexibility. Available 24/7, MyRopo gives end customers a secure way to view invoices, make payments, request due date extensions, set up payment plans, and manage other invoice-related matters when it suits them.

Customers can take care of many everyday matters independently, while support remains available when needed. MyRopo also provides secure communication with customer service, bringing self-service and support into the same service experience.

This combination reflects what we see in the survey results more broadly.

Customers appreciate the ability to manage payment matters at a convenient time while also valuing easy access to friendly and professional support. As our 2026 Annual End Customer Survey found, both flexibility and ease of access are important elements of a positive service experience.

For our clients, providing these options helps make the invoicing experience smoother for their customers. By combining effective self-service with accessible personal support, we can make managing invoices and payments easier – and create better experiences for both our clients and their customers.

About the survey

Ropo’s Annual End Customer Survey was conducted between 1 June and 3 August 2026 across Finland, Sweden, and Norway. Survey invitations were displayed in MyRopo when customers logged out and were also sent to a randomly selected sample of customers following interactions with Ropo’s customer service by phone or email.

The survey is one part of how we listen, alongside the feedback we gather after every customer interaction, year-round. It shapes how we train our teams, develop our digital services, and improve the experience for every person who interacts with Ropo.

Ropo is the Nordic market leader and pioneer in invoicing technology, transforming the invoicing flow end-to-end. We help companies unify and streamline all invoicing processes to create a seamless workflow, providing full visibility, elevated customer experience, and improved control with a single overview. Committed to exceptional service and our one-platform strategy, we proudly support over 10,000 clients across Finland, Sweden, Norway, and Denmark. Learn more about Ropo at ropo.com.

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