Con Edison Uses Feedback, Research for Customer-Focused Bill Redesign

More than 10 years after its last bill redesign, Con Edison launched a three-year-long project designed to deliver significant changes to customer bills, letters and eBill delivery. The updates improved the overall customer experience, creating a modern, customer-friendly bill format that also resulted in annual operational savings of $480,000. The utility took home Chartwell’s 2021 Gold Best Practices Award in Billing and Payment Programs for its efforts.


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award winner best practices billing customer experience ebill payment