How an HTML-first approach doubled user adoption for a utility company
Summary
A utility company facing customer satisfaction issues and potential fines successfully solved a long-standing problem by building an HTML-first website. Two previous expensive attempts to fix the application process had failed, but a simpler, HTML-first approach doubled their users overnight and improved customer satisfaction.
Source
bskyHow an HTML-first approach doubled user adoption for a utility companymohkohn.co.ukKey quotes
· 4 pulledTo apply for their services, customers could either use an old ASP form on the website, or follow a manual process.
The 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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