White Paper
The bill is a critical focus for utilities. As the most frequent and regular point of contact between a utility and its customers, it has the most potential to influence customer sentiment. Yet today it is often one of the greatest sources of customer confusion - one that often results in recurring anxiety and high call volumes.
Our Consumer Insights team conducted research across 175,000 utility customers. What follows is a step-by-step guide through the customer journey, including customer psychology at every point in the billing process -- especially during a high bill situation -- and actions utilities can take to deliver a better bill experience at a lower cost.
In this research brief, you will learn:
Our Consumer Insights team conducted research across 175,000 utility customers. What follows is a step-by-step guide through the customer journey, including customer psychology at every point in the billing process -- especially during a high bill situation -- and actions utilities can take to deliver a better bill experience at a lower cost.
In this research brief, you will learn:
1. The state of the billing moment today and why it is such a critical moment
2. What constitutes a high bill in the customer's eyes
3. The billing moment from a low income customer's perspective
4. Best practices for improving the billing experience that deliver happier customers and lower costs