Utilities
Clear communication isn’t just important for utilities firms – it’s essential.
Make numbers work for your customers
Customers rely on bills, usage statements, and pricing details to make informed choices about their energy, water, broadband and other services. But too often, these communications are filled with complex numbers that add confusion rather than clarity.
“The training and the regular engagement with our partnership manager are the most useful parts of the partnership. I feel this is pitched at the right level, where meetings are not excessive but the insight and regular check-in help with momentum and planning. The responsiveness to our queries is also greatly appreciated, and the time given to help brief and generate awareness across our wider teams.”
The risk of poor communication
Customers misinterpret bills, leading to unnecessary stress and financial difficulty. This can really impact your most vulnerable customers.
Higher volumes of support calls increase operational costs.
A lack of clarity damages customer trust and satisfaction.
How Plain Numbers helps
Partnering with Plain Numbers ensures that utilities firms get it right first time and:
Present billing and pricing information clearly and in a way more people will understand.
Reduce customer confusion and complaints.
Lower call centre demand by improving customer understanding.
Proven impact
Our evidence-based method has been shown to double the number of customers who understand a communication. In independent randomised controlled trials, we found only 13% of people understood their water bill.
When the Plain Numbers Method was applied this increased to 48%.
When customers understand their bills, payment options, and usage details, they’re more likely to stay engaged, pay on time, and trust their provider.
Clearer numbers mean better outcomes for both customers and businesses.
Originally, only 13% of people understood their water bill. When the Plain Numbers Method was applied this increased to 48%.
Utilities organisations getting it right with Plain Numbers
We helped Thames water to enhance their customer communication – making it easier to detect leaks.
“Our customers rely on us to provide them with information in a way that allows them to make informed decisions. By working with Plain Numbers we’re able to take a step back and look at what we’re sending.”