These include a de-cluttered bill with simple front page summary and financial position, a clear presentation of billing periods and dates as well as easy-to understand prices and charges.
Easy to find contact information and clear identification of whether the bill is estimated or actual were also amongst the key considerations from customers.
When customers were asked to order these features in order of importance, money saving offers and projected costs were lower down the priority list.
Tony Keeling, SSE’s Director of Customer Service is pleased with the improvements made so far. He said: “We made a commitment back in April 2012 to simplify and improve energy bills.
“The help we’ve received from our customers through research has been instrumental in designing the new bill and making the improvements that matter most to customers.
“However, the hard work doesn’t stop there. We’re keen to hear back from customers on what they think and any further improvements that we can make.”
The new bill also features a dedicated section featuring ways the customer can save money, including details of the cheapest available tariff and Direct Debit and paperless billing savings. It also offer customers a review of their energy usage and tariff.
Robert Snedker, a member of SSE’s Customer Forum who has been involved in the development of the new bill, added: “Easy layout and not too much information are the most important features for me on a bill. I do think the new SSE bill is simple, easy to read and understand and I’ve enjoyed being part of its development.”
The new style electricity and gas bill will initially be rolled out as part of a trial to around 2 million customers who pay quarterly. Thereafter the new style bill will be introduced to SSE’s remaining customers who pay by Direct Debit.
Further changes will be made to the bill to meet the Ofgem’s regulatory changes to energy bills which will come into effect in April 2014 as part of its Retail Market Review reforms.
