J.D. Power conducted research linking billing and payments to customer satisfaction. Its study showed that billing and payment factors account for 20 percent of the total customer satisfaction scores.
Utility customer expectations are on the rise. It is no longer just about reliability and satisfactory customer service. Consumers are looking for added value, personal connection and products and services that align with their lifestyles. Additionally, the information age has dramatically changed customer’s expectations around how, when and where they want to engage. They want fast and easy transactions through their preferred channels and devices.
Often times a bill is the main form of communication between a utility and their customers. It’s important that utilities eliminate the errors that erode consumer’s trust and confidence. “Bad” bills, late or no disconnect notices, no explanation of bill, and duplicate bills are all examples of challenges utility providers face.
To avoid these costly mistakes, it is important to choose a billing partner that is aligned with your customer satisfaction goals and has products and services specifically targeted at improving accuracy and efficiency. Products like Utilitec’s UReview and UMail help utilities leverage the billing process to improve customer satisfaction.
So the question is – are your customers happy with your billing process?