Duke Energy:
customer communication
The Shift
A request for payment
an opportunity to help customers get smart and do the right thing
The Challenge
Turning billing statements into value drivers.
Cryptic calculations and energy jargon made Duke Energy’s bill impenetrable. With a perceived lack of transparency, a primary customer touchpoint undermined relationships and trust.
The Insight
Sometimes every day communication can change behavior.
A simplified monthly billing statement could not only clearly explain usage and charges, but also help both residential and commercial customers get smart about energy efficiency and savings—and reinforce the value Duke provides.
The Result
A survey of over 2,000 customers across the six states where Duke operates showed a significant drop in confusion, increase in comprehension, and enthusiasm for helpful tips and offers.
