ComEd Seeks Customer Feedback on Three Potential Bill Designs
CHICAGO, Sept. 24, 2013
CHICAGO, Sept. 24, 2013 /PRNewswire/ --As part of its effort to improve
customer service and satisfaction, ComEd today announced it is seeking
feedback from customers on three possible residential bill designs to help
determine what the final redesigned bill will look like. Customers can share
feedback directly with ComEd through the utility's website.
To generate new and innovative bill designs, ComEd partnered with crowdSPRING,
an online marketplace for creative services, in a global competition with a
community of designers. The designers had to incorporate feedback from ComEd
customers on bill improvements. More than 280 designs were submitted, and the
top three were selected based on the features customers said they want most in
their electric bills, such as including more usage information.
"ComEd is transforming its business to enhance our customers' experience and
the bill makeover is part of this effort," said Val Jensen, senior vice
president of Customer Operations, ComEd. "Our customers say our current bill
can be difficult to read and understand, and we are changing that by
developing a new bill designed by our customers. The redesigned statement will
make it easier for our customers to understand and manage their monthly
ComEd turned to its customers by posting polls and open-ended questions on its
Facebook page to gather feedback. In addition, the utility used a technique
called "crowdsourcing," which utilizes social media and other digital channels
to gather feedback on bill design improvements.
Feedback reveals customers would like to receive a clearer, simpler bill.
Customers said the bill summary and amount due were most important, followed
by usage information and meter details. In addition, customers indicated they
want to better understand supply charges versus delivery charges.
In addition to collecting feedback on the top three designs, ComEd will also
gather customer suggestions through an online focus group. Then it will refine
the mock-ups and produce the newly redesigned residential statement, which
customers will begin to receive in 2014.
"ComEd is a forward-thinking company and partnering with them to crowdsource
the design of their residential bill was a natural fit; we follow the industry
pretty closely and are not aware of any other utility that has crowdsourced
bill design," said Michael Samson and Ross Kimbarovsky, co-founders of
crowdSPRING. "With hundreds of creative options and access to more than
140,000 designers globally, we are excited that ComEd awarded three designs
they felt directly addressed their customers' requests and delivered on their
To view and comment on the top three designs, customers can visit
Commonwealth Edison Company (ComEd) is a unit of Chicago-based Exelon
Corporation (NYSE: EXC), the nation's leading competitive energy provider,
with approximately 6.6 million customers. ComEd provides service to
approximately 3.8 million customers across northern Illinois, or 70 percent of
the state's population.
Contact: ComEd Media Relations, (312) 394-3500, www.comed.com/news
Press spacebar to pause and continue. Press esc to stop.