To explain why rates were increasing after deregulation, a Canadian utility changed its billing format to communicate all the various costs associated with deregulation. When customer satisfaction data indicated something was amiss, control charts were applied to the data and revealed that customers had found the new bills too confusing, and as call centre staff were not sure about what was meant by the explanations and details on the bill, they couldn't offer any satisfactory explanations to c...

BPIR Categories

7.1.1 Develop, deliver, & maintain customer billing
1.1.6 Analyse customer data
14.1.5 Analyse performance data.

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