‘More than just a bill’: making the most of a vital customer communications channel

By Noah Solomon, Senior Research Manager –

The utility bill is a crucial means of communicating important information to consumers, not only about billing and payment but also products and services, energy efficiency tips and other topics of interest. For many utility customers, it is the main or even the only way utilities are able to communicate with them.  

For several years, Chartwell’s annual Residential Consumer Survey has identified on-bill messaging as the number one or number two most-desired channel via which customers wish to be informed of important information. Due to this strong preference and the communications opportunity it creates, it is critical that utilities consider the most effective and efficient way to design and deliver their bills and any corresponding inserts or information to their customers to make the most of this channel. 

Join Chartwell and PSE&G at 2 p.m. Wednesday to hear PSE&G discuss its invoice, how it is “more than just a bill,” and the tangible impact the utility has seen on-bill and with-bill messaging have on customers. Members of Chartwell’s Insight Center can register for the webinar here. If you are not a member and would like access, please contact us.