Billing Operation Lead, along with the billing squad at a Telecom service provider, used a Joyous campaign to talk to 1000 customer-facing employees. Their goal: to understand and improve three key aspects of bill confusion.
First, whether the organisation does a good job of reducing bill confusion and what would make the biggest difference to reducing confusion. Second, whether customers understand their bills, and what about the billing process confuses them. Third, whether the tools & processes provide good information and what additional information would assist customers in understanding their bills.