Billing Experience Review

[Three_Stacey]

Overview:

The Billing Experience Review will cover topics related to both your printed and online bill formats.  

In this review we would like to gather feedback on your experiences as a bill pay customer - specifically regarding the layout and ease of use - for whatever bill format you currently receive.

Printed Bill (received via the post office)

Online Bill (received via your My3 account on either desktop / app)

Before proceeding:

We greatly appreciate and value all customer feedback -  but please note: in order for this review to be successful, we would most appreciate responses that are directly related to the questions below. 

Should you need assistance with a billing issue, or if you want to ask your own question about bill pay plans and services, please use our Bill Pay Plans and Services board to do so. 

Answers to questions should be submitted via the REPLY button below.  

Please remember to mention which question(s) you are responding to. 

You may answer more than one question, and you can do so in one or more reply. 

Please give as much detail / examples / attached images as you can to support your answers. 

PRINTED BILL:

Q1: Do you find the general layout of your printed bill helpful or not? 

Q2: Is there anything on the printed bill that you think we could improve/remove? 

Q3: Is the breakdown of charges on page 3 of your printed bill easy to understand? 

Q4: Are the itemised usage headings on your printed bill clear? 

ONLINE BILL:

Q5: When logged into your My3 account, can you find the "View all bills" button? 

Q6: When on the  "View all bills" page, can you find your most recent bill? 

Q7: When on the  "View all bills" page, is the layout clear and easy to follow? 

Q8: Compared to other service providers (electricity/gas/internet, etc.), where you also view your bill online, is there anything that they do better than us? How can we improve our online billing service? 

[Marianne_56675]

PRINTED BILL:

Q1: Do you find the general layout of your printed bill helpful or not? 

Yes I find it helpful. It has all the details I need relating to charges etc.

Q2: Is there anything on the printed bill that you think we could improve/remove?

No I think it looks ok

Q3: Is the breakdown of charges on page 3 of your printed bill easy to understand? 

Yes for the most part however with a number that has charges outside of allowances and outside of the scope of VAT (3Pay charges for E.G) I think they could be broken down here again. Otherwise is looks like the full amount here (for example 50e) is all excluding VAT but then it's not until you go back to page 1 that you see that actually only 47e is ex vat and 3e has VAT already added and it can get a little confusing. 

Q4: Are the itemised usage headings on your printed bill clear? 

Yes I think they are clear

ONLINE BILL:

Q5: When logged into your My3 account, can you find the "View all bills" button? 

Yes I can see it clearly

Q6: When on the  "View all bills" page, can you find your most recent bill? 

Yes as the most recent bill is there to see right away

Q7: When on the  "View all bills" page, is the layout clear and easy to follow? 

Yes I believe so

Q8: Compared to other service providers (electricity/gas/internet, etc.), where you also view your bill online, is there anything that they do better than us? How can we improve our online billing service? 

I have viewed my Sky bill both online and in paper form (downloaded). Their layout is much simpler than Three's however this is just for BB and TV whereas with Three there are break downs for calls, data usage etc. 
As it stands at the moment, I think the bills are straight forward to read