How an HTML-first approach helped a utility company double its user base overnight
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edent
Summary
A utility company facing customer satisfaction penalties successfully solved a costly manual application process by building an HTML-first website. Two previous expensive attempts had failed, but the HTML-first approach doubled their users overnight by simplifying the application process, reducing costs, and improving customer satisfaction scores.
Source
Hacker NewsHow an HTML-first approach helped a utility company double its user base overnightmohkohn.co.ukKey quotes
· 3 pulledThe manual process was more expensive for the company, of course.
if their customer satisfaction dropped below 96% (if I remember correctly) it could result in millions of pounds in fines.
There were two previous failed (and very expensive) attempts to solve the problem.
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