Convenience Fee Research and Analysis - Q2 2020 – Q4 2020

Situation

As part of a rate case strategy, it was imperative that we gained a better understanding of customer desire and payment behavior, as well as what our competitors are doing.

Solution

In collaboration with Business Intelligence, we established research parameters that included a customer survey and a study of our competition. We also analyzed the payment trends of our low-income customers. The results have helped inform a more effective rate case strategy.