Do you know if your dunning process and collection partner are negatively impacting your TrustPilot rating?
In a specific project, we investigated this for a major Danish electricity company, and the answer was a resounding yes.
Unfortunately, the company's rating was severely impacted by dissatisfied customers who had been moved or sent to collections.
In total, we surveyed seven major Danish electricity companies with approximately 44,000 reviews on TrustPilot, and out of the last 12 months of 1-star reviews, 8.3% were affected by the customer's experience with the companies' collection and debt collection.
The company with the least negative impact hit 4.5%, while the two companies with the highest negative impact delivered 12.9% and 14.0% respectively.
The results clearly show that you should give the post-default customer journey a serious service check, as poor ratings are heavily influenced by customers' negative experience in this part of the customer journey.
Fortunately, two major utilities that have been using Debbie for several years for debt collection significantly outperform even the best of the seven companies in our survey, so we're proud to say that Debbie can minimize bad reviews from customers who don't pay on time - and thus improve the company's rating.
We are pleased to see that the two utilities using Debbie, with a combined total of almost 22,000 reviews, only have around 300 reviews with 1 star, and only 3.4% of these are affected by the debt collection process.
This confirms that Debbie's AI-based workflows with customized resolution of customer non-payment are having the desired effect: more payments, more satisfied customers and less need to send customers to collections.
The fact that debt collection with Debbie is done with fewer resources and with at least the same effect as a traditional dunning and collection process is a completely different (good) story.
Are you curious about what a Debbie debt collection partner can do for you - or what you can do with Debbie?
Book a demo on our website or contact Torben Smedegaard Pedersen at torben.pedersen@debbie.dk or mobile 4012 1408.
