Debt communications messaging: Evidence from customer and behavioural insights
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This report outlines the methodology and results of an Ofgem research project that utilised customer and behavioural insights to understand how consumer engagement, attitudes, and comprehension are impacted by alternative messaging approaches in energy supplier debt communications.
The purpose of this research was to provide empirical evidence to inform what constitutes ‘good’ practice for energy supplier debt communications.
The findings emphasise the importance of tone in communicating debt information, and of providing clarity about available debt solutions and support.