WHITE PAPER
Moments that Matter: A Deep Dive into the Customer Experience During Utility Billing
Your Customers are Ready for a New Billing Experience
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.
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.