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Chartwell reveals bill redesign as a defining trend in the utility industry
Chartwell reveals bill redesign as a defining trend in the utility industry
ATLANTA — As one of the most widespread customer touchpoints, the bill is an integral part of a utility’s communication with customers and many utilities have struggled with the best way to present that information, according to Chartwell’s latest report Bill Redesign: Analysis and Case Studies.
Based on interviews with utility officials and seven case studies, Chartwell reveals in its latest research publication that bill redesign is a trend driven by customer satisfaction initiatives. Chartwell interviewed three utilities exclusively for this report and drew insight from its vast library of utility information.
Utilities are striving to make the bill more user friendly and informative and have chosen different methods to accomplish these goals in a limited space. The process of a redesign can accompany other major changes at a company, such as a new customer information system, rate structure modifications or new commission requirements. In order to appease all of the company’s stakeholders, utilities may have to undergo complex processes, including meeting commission demands.
Bill Redesign: Analysis and Case Studies, which is available as a stand-alone product from Chartwell for $795, is part of The Chartwell Customer Care Research Series, which focuses on customer contact issues related to the energy and utility industry.
The Research Series is a 12-month membership that includes a data summary and accompanying database base on Chartwell’s extensive annual utility survey; regular in-depth reports and case studies covering specific customer care issues; one-on-one consultation with Chartwell research staff on topics covered; profiles of vendors poised to help utilities in this arena and more.
For information on membership in The Chartwell Customer Care Research Series or the individual report, Bill Redesign: Analysis and Case Studies, contact Bill Grist at (800) 432-5879, (404) 237-9099 or bgrist@chartwellinc.com; or visit www.chartwellinc.com or Chartwell’s Energy Library at www.energylibrary.com.
ABOUT CHARTWELL INC.
Chartwell Inc. seeks to provide a better understanding of technologies, issues and management practices in the utility and retail energy services industry through best practices case studies and quantitative research.
