Billing and Payment is an important factor in customer satisfaction. The bill is a utility’s primary channel for communicating with customers, the bill’s appearance, readability, frequency, and user friendliness can go a long way toward influencing the overall customer experience. The Bill Presentation and Design Customer Impact Report analyzes the effect of bill presentation—which includes the look and feel, usefulness of the information included, and how clearly the billing statement communicates the due date and amount owed—on customer satisfaction. The report also includes a case study of Commonwealth Edison and its recent groundbreaking bill redesign initiative, which features best practices and lessons learned.
Download the executive summary to learn key takeaways from the report.
The full report includes the following:
- Number of pages: 29
- Number of charts/graphs: 15