A bill is one of the most regular interactions a customer has with a utility. Research can examine understanding, perceived accuracy, ease of getting help, and the experience of resolving a billing question.
How to shape the research.
- Map the billing interactions and problem types you need to understand.
- Separate perceptions of the bill from perceptions of support.
- Use customer feedback to identify recurring pain points.
- Develop action priorities for communications and service teams.
What makes the findings useful?
Agree on the business decision before collecting responses. Define the population and the reporting groups, use questions people can answer from their own experience, and interpret the results with the sample and collection method in mind.
Combine the findings with operational context. A score can identify a pattern, but open-ended feedback and follow-up research can help explain it. Assign ownership of the next steps so the study leads to a decision.
Choose the right research partner.
MSR brings research design, collection, analysis, and recommendations together. Discuss your audience, timing, and budget with our team to identify an appropriate approach.
Questions, answered.
What should we bring to an initial research discussion?
Bring the decision you need to make, your intended audience, existing evidence, timing, and budget considerations. You do not need a finished questionnaire.
Can this research be combined with another method?
Yes. Qualitative exploration and quantitative measurement can complement each other. The appropriate combination depends on your question and the evidence you need.