Unclear communications obstruct on-time bill payment research finds

Unclear communications and a lack of understanding of water bills are causing almost one in six bill payers (14%) to delay payment to their water provider, according to findings from research by utility billing software firm, Aptumo.

Aptumo said its study of of 2,000 UK billpayers found that 22%) of people delayed payment as they believed their bill was incorrect, while 16% of billpayers said they had missed a payment because they had forgot.

Customer service director at customer management firm,  Echo Managed Services, Rachael Merrell, said: These findings highlight the opportunity for an improvement in the way that water providers communicate with their customers. Effective communications can be the difference in a customer paying immediately or delaying it while they look into the matter further.”

Echo went on: “Through clear and regular communications water providers can make sure customers are reassured that their bill is in fact correct.” It advised greater consideration  the wording of customer communications with greater use of plain language rather than jargon, and clarification of any necessary industry terminology