IntelliPulse Story
Redesign of a Bill
| Situation: | As part of its continual assessment of customer needs, a natural gas utility wished to redesign its customer bill. |
| Method: | Four focus groups were held to learn about opinions and assessments of the bills and to develop the questionnaire. 600 telephone survey participants were randomly selected from the list of customers. |
| Outcome: | We were able to provide advice on the format, design and contents of the bill and recommendations on a program for meter reading. |