2. A significant number of customers do
not look at their energy bill
Energy and Climate Change Committee, 2012 (Consumer Engagement with Energy Markets: Fifth Report)
10. If customers find bills
confusing or uninteresting,
engagement is likely to
reduce
11. 86% of 1,020 individuals
surveyed complained that
their bills were too confusing
uSwitch, 2013, (Over-complicated household bills are leaving
consumers vulnerable to over-charging)
12. Customers have said that bills use too many jargon
words and have information which is difficult to find
uSwitch, 2013 (Over-complicated household bills are leaving consumers vulnerable to over-charging)
13. Bill design is therefore important
to customer engagement
18. • A number of factors affect customer engagement
• Technology has an important role to play
• Pro-active utilities could reap the rewards of closer customer
relationships
In summary…