INDIANAPOLIS- Citizens Energy Group customers will soon begin receiving a new and improved bill. Citizens began rolling out its new bill format last week; every customer should have a new bill by mid-December. The new bill format is a direct result of customer feedback. Through phone and email surveys, face-to-face interactions with customers and focus groups, we received feedback indicating modifying our bill format would increase customer satisfaction.
“At Citizens, we strive to provide excellent customer service,” said Mike Strohl, Citizens Chief Customer Officer. “After acquiring the water and wastewater utility in 2011, we developed a combined utility bill which displays gas, water and wastewater charges. Since that time though, we’ve had our ear to the ground, asking customers how we can make our bill better. After hearing from more than 1,100 customers, we’re excited to show off our final product—a new and improved bill format.”
Among the improvements, the new bill displays charges in an easy-to-understand format and makes it easier to understand key drivers for charges and consumption. A comprehensive Historical Information Graph illustrates gas and water consumption over the last 13 months. By including 13 months of data, customers can compare current usage to last month and last year, which makes it easier for customers to identify an issue with their service, like a potential water leak.
We also make it clear that Citizens is offering more no fee options which make paying a bill easier than before. The back of the bill highlights important contact information for Connect2Help 211 or 811 Call Before You Dig. And, a new Frequently Asked Questions section is tailored to each bill type.
“Since not all customers receive the same bill type, not all customers have the same questions about their bill,” said Strohl. “The tailored approach to our FAQ section allows us to more effectively communicate with all of our varying customer types.”
Putting Citizens ahead of the curve in the utility industry is the new option to receive your bill in Spanish. In early 2017, when the second phase of the new bill format is rolled out, customers wanting to receive a Spanish bill will simply check a box on the back of their pay stub indicating their desire for this option.
“We have worked hard to incorporate bill format suggestions we heard straight from our most valued group, our customers. We feel confident our new bill is easy to understand and will make doing business with us easier than ever.”
For more information about the new bill format and to watch a video explaining all of its benefits, visit CitizensEnergyGroup.com/mybill.