2. This would require two things:
– Corner-office understanding of AND concern for issues that have to be dealt with at the service rep level
– Resources to understand and improve interaction with customers in the first place, and then maintain them

Where’s the incentive for either? The customer is going to pay the bill no matter what it looks like. In fact, the customer has far more incentive to figure out how the bill works than the person who designed it.

The redesign, which was obviously overseen by someone who DOESN’T HAVE TO USE IT, is already paid for, and the main metric for its success was–I guarantee this–getting it done on time.

The customer, on the other hand, has the downside of Getting In Trouble if the bill doesn’t get paid on time.

And you are recommending unknowns. Good ideas that make sense, but still unknowns. Rogers doesn’t NEED to make improvements to their bill-paying method–the devil they know gives them fat bank and gets them home in time for CSI.

3. Not going to happen unless there are fiscal repercussions. The problem is one of relative loudness. On the service floor, complaints make a deafening roar, and you can barely hear that pleasant “ka-ching” sound. Corner offices are insulated, so that if the ka-ching is audible, you barely hear complaints at all.

As a customer, you have two options, neither of which are attractive:
– change your service provider (may be void in some areas)
– call their support line EVERY TIME you get a bill, and have them explain it to you.

If enough people do this, and it costs enough support time, it may cause a loudness drop in the pleasant ka-ching sound upstairs. Of course, YOUR cost, in time and inconvenience, will be much higher than theirs. . .