Take an energy supplier with 400,000 residential customers that gets 120,000 contacts a year about its bill. The analysis ranked the most disputed lines and wording, and the top items, starting with the service fee line, were rewritten.
| Metric | Before | After |
|---|---|---|
| Contacts caused by a misunderstood bill line, per year | 60,000 | 45,000 |
| Billing contacts per year | 30 per 100 customers | 26 per 100 customers |
| Annual cost of these contacts | $432k | $324k |
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