Best Practices – Billing and Payment Programs – Streamlining Online Bill Payment – National Grid – 2017
National Grid introduced an online Quick Pay modal window in February as part of its holistic website redesign. The modal, an overlay feature, is triggered automatically when customers with balances due log into their online accounts and allows users to begin their transactions within two clicks of arriving on the National Grid homepage. The modal window has successfully increased online payments, generated positive user feedback and helped bolster National Grid’s customer satisfaction scores. The utility took home Chartwell’s 2017 Bronze Award in Billing and Payment Programs for the effort.