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