Customer bills for Energy companies
Designing customer-friendly energy bills
Research firms like J.D. Power have provided clear evidence that energy bills have a huge impact on customer satisfaction. Despite this, many energy companies continue to send customer bills that are far from being customer-friendly.
The challenge
What customers want in a utility bill seems simple enough – how much they owe and when they have to pay. So why do so many bills result in customer confusion and busy call centres? The challenges are many and include:
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industry, regulatory and company jargon
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bar charts and pie charts that are hard to read and interpret
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complicated price plans and programs that are poorly explained.
Keys to designing a customer-friendly energy bill
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A snapshot of what the customer owes and the payment due date.
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Information graphics that help convey information more quickly and clearly.
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Intuitive plain language headings, descriptors and explanations.
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Content organized in a logical flow.
We’ve helped more than a dozen energy companies in Canada and the USA redesign their bills, including Arizona Public Service, Con Edison - NYC, EPCOR, NB Power, Ontario Hydro, Pepco Holdings, PSE&G and Union Gas.