Marks

Mark of Distinction

Offer all consumers the right to choose mailed communications

  • without imposing charges or other penalties
  • without removing paper or altering frequency unless there is prior agreement
  • without taking away continuous access online

Mark of Distinction

Offer all consumers the right to choose mailed communications

  • without imposing unfair charges
  • without refusing the option to swap back to paper and retaining the previous frequency
  • without taking away continued access to online

46 Best Practice Awards

2 Good Practice Awards 

c.175 MILLION TRANSACTIONAL RELATIONSHIPS PROTECTED

THE BUSINESS CASE

The move to digital is not cost free : costs don’t leave – they transfer to the call centre.

  • only 29% of customers who received a paper bill needed a reminder to pay it, as opposed to 59% who received their bills on line
  • customers who received and paid by mail accounted for the least call centre volume
  • each call handled costs 13 times what it costs to print and post a bill