From Confusion to Confidence: The Bill Redesign Opportunity

In April 2026, we surveyed 1,014 US consumers, all primary household decision-makers for bills, utilities, and rent. We've already covered why bills are hard to understand and what that confusion costs. Now here's what to actually do about it.

What bills leave out

We know the amount due, due date, and usage. But on most bills, they’re often crowded by elements customers value least: Ways to Pay and Terms & Definitions, both ranked least valuable by 40% of respondents. 

That doesn't mean payment options or definitions should disappear. Customers still notice when they're missing or unclear. It means they shouldn't be competing for space with the numbers customers actually open the bill to find. Both routinely take up more bill real estate than the amount owed, in part because bills are often built around what utilities need to disclose, not what customers need to act on.

The predictability gap

As we’ve covered, being surprised by a higher-than-expected bill is customers’ single biggest complaint. So what information would actually help them see it coming? We asked what usage context customers want:

• Versus last month — 65%
• Versus last year — 62%
• Similar-property customers — 38%
• Temperature impact — 36%

What’s interesting is the drop-off between the top two and the bottom two. Month-over-month and year-over-year comparisons are what customers actually want, whereas similar-property and temperature context are far less compelling. 

To be clear, customers aren't asking utilities to predict the future. They're asking not to be surprised, and simple historical comparison does most of that work.

The wishlist

Here's what customers are asking for, in their own priority order:

• Clearer breakdown of charges: 61%
• Simpler layout: 57%
• Larger numbers: 31%
• More personalized information: 20%

Notice what's not at the top: personalization ranks last. Most customers aren't asking for more information. They want the information already on the bill better organized, with a clear visual hierarchy. 59% of customers said icons and color coding, in particular, would help them navigate more easily. Combined with the plain-language and accessibility fixes we outlined in The Emotional Cost of a Confusing Bill, this gives utilities a full picture of the redesign priorities: hierarchy first, plain language second, accessibility as a baseline throughout.

The underused channel

As we noted, the bill is among the most-read communications a utility sends. But when we asked customers how they'd prefer to hear from their provider, the bill ranked well below email:

• Email — 53%
• On-bill messaging — 22%
• Inserts with the bill — 22%
• Text/SMS — 18%

That's a big disconnect. The bill is the most-read channel utilities have, but it's treated as one of the least important. This is a gap utilities can easily close by using the space customers are already looking at. 

What redesign unlocks

We've already covered what confusion costs utilities: the calls, the payment delays, the perception of billing errors, even when nothing’s wrong. When a bill is hard to follow, customers assume something's wrong, whether it is or not. Clear design doesn't just prevent mistakes, it prevents their appearance.

That's the cost side. Here's the payoff. A redesigned bill isn't just easier to read. The changes in behavior show up on a utility's bottom line:

• Reduced inbound call volume from billing confusion
• Improved on-time payment rates through clearer due dates and amount prominence
• Stronger program uptake via on-bill messaging, given the 87% read rate
• Real opportunities to personalize messaging and build customer trust

None of this requires reinventing the bill from scratch. It requires treating it like what it actually is: the single most-read piece of communication a utility sends, and one of the most overlooked opportunities to build trust with the people paying the bills.

Ready to see what your bill could look like? 

Start with a bill assessment

Or see how your bill aligns with consumer expectations in our full report, The Utility Bill Design Report: 2026 Consumer Insights on Clarity, Trust & the Bill Experience.  

View full report