Success in customer billing at SDG&E

By Noah Solomon, Senior Research Analyst –

The complexity inherent in utility bills and the billing process can confuse and frustrate customers, sometimes driving people to do their own investigating into the makeup of their bills.

This confusion is an issue San Diego Gas & Electric (SDG&E) has made great strides in addressing. Over the past two years, SDG&E has undertaken several initiatives aimed at improving their customers’ billing experience, making it simpler and easier for them to access, understand and pay their bills.

A majority of SDG&E’s customer base is enrolled in eBill, much higher than the average industry rate according to Chartwell’s most recent billing survey. In 2015 and 2016, SDG&E introduced many new tools (member login required) to simplify and enhance the billing experience. These included Bill Ready notifications designed alert customers of bills and highlight the most crucial information and personalized videos (member login required) helping to break down and explain the components of a customer’s bill. These initiatives have met with great success, with almost half of customers viewing Bill Ready notifications (again, much higher than the industry average) and nearly as many customers viewing their personalized video bills. More than half of a panel surveyed felt the video bill initiative helped them better understand their bill.

SDG&E personalized its video bills for each customer to best explain the bill contents.

Overall, customer satisfaction and feedback for these initiatives has been very high, with customers delivering this feedback both through internal channels and via public channels including Twitter. To learn more about these programs and their results, please join us for our upcoming webinar with team members from SDG&E on Oct. 4.

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