Bill Clarity Survey
Can customers actually read your bill? Charges understood, changes explained, shocks avoided.
4 questions · 1 page · about 2 minutes to answer · fully editable after you start
Every unclear bill becomes a call, a complaint, or a silent grudge carried to the next switching window. This survey tests the document itself: whether customers can find what they owe and why, whether tariff names and unit rates mean anything, and whether bill changes month to month are explained or just appear.
Track billing-call volume before and after a redesign guided by these answers – the rare survey with a direct cost line attached.
Template preview
This is a picture of every question as a respondent would see it, so nothing on it can be clicked or typed into. Use this template to get your own editable copy.
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Page 1
Reading your bill
This survey asks whether your bill is easy to find your way around and understand. Your answers help us make bills clearer. It takes about 2 minutes.
Q1.On your current bill, can you find and understand...*
| No | With effort | Easily | |
|---|---|---|---|
| What you owe and by when | |||
| What each charge is for | |||
| Your tariff and unit rates | |||
| Why the amount changed from last time |
Q2.In the past year, has a bill genuinely shocked you?*
- No
- Once
- More than once
Q3.The most confusing thing on our bills?
Q4.How do you prefer to receive bills?
- Email/PDF
- App only
- Paper
- Paper + digital
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