RESTON, Va. — 04/03/2007 For almost as long as people have been using wireless services, customers have been asking for simple, short and easy-to-read bills. Today, Sprint
Nextel (NYSE: S) is answering that call with a new bill format that sets the bar higher for the wireless industry.
According to industry studies, billing is one of the top drivers of overall customer satisfaction. And, in a USA Today/CNN/Gallup Poll conducted in March 2005, 42 percent of respondents felt that confusing wireless bills were a problem.
Sprint Nextel's new, simplified bill experience includes customer-friendly benefits such as:
- Fewer pages – Each bill averages only three pages without call detail as opposed to the telecommunications industry standard of six to seven pages. Customers can choose to view a more detailed version of their bill online at sprint.com.
- Easy to read – It has a clean design that provides better readability with increased white space, graphics throughout the bill, use of colored paper and much larger font size.
- Customization – Customers receive personalized information on products and services that are relevant to each subscriber and their geographic locations.
For added convenience, customers can elect to receive their new bill via email or online, and can set up automatic payments using a bank account or credit card.
"Our customers have told us what they need in a simplified bill, and we've listened," said Tim Kelly, president of customer management at Sprint Nextel. "We see this new bill format as one of many opportunities to deliver on our commitment to provide a satisfying customer experience."
Sprint Nextel has differentiated itself in the wireless industry by focusing on the entire customer experience. From powerful tools which allow a customer to accurately assess the service experience before they purchase, to a 30-day guarantee, to how customers are using industry leading multimedia, music, video and push-to-talk capabilities, Sprint Nextel wanted to ensure the new bill would be simple and straightforward for its customers.
To develop the new format, the company conducted its own customer survey to measure satisfaction and examined best practices of companies with high rates of customer satisfaction with billing. Response to the new bill format has been positive, with customers citing simplified layout and easier to understand charges as some of the best new features.
In order to ensure a smooth, seamless transition, Sprint Nextel's consumer customers are being migrated in phases to the new bill format, and it is expected that all consumer customers will begin receiving the new bill by the end of 2007. Sprint Nextel's business customers have the choice of a format specifically tailored for their special needs. To ensure that customers get the most out of the new bill, as well as help answer any questions, Sprint Nextel has created a quick tutorial guide highlighting the new and improved features at sprint.com/billtour.
** Media organizations may contact Sprint Nextel for a high resolution image of the new bill. **
