Case Study: E.ON Next improves billing experience and customer happiness with Chattermill

E.ON Next boosts billing Customer Happiness Index by 48% with Chattermill

E.ON Next, a major UK energy supplier, faced challenges in making data-driven product decisions and securing stakeholder buy-in due to the overwhelming volume of customer feedback from sources like Trustpilot and app stores. Their manual analysis process was slow and inefficient, making it difficult to prioritize improvements to their digital billing solutions and apps. They implemented Chattermill's AI Feedback Analytics to address these issues.

Using Chattermill, E.ON Next identified key customer pain points, which led to the development of new features like the Billie billing app and the Smarty meter reading guide. The solution provided actionable insights that allowed for quick issue resolution and strategic product development. As a result, they achieved a 48% increase in their Customer Happiness Index for billing, significantly improved their NPS from +9 to +22, and reduced billing-related support contacts by 4.5-5.5%.

E.ON Next