Business Stream, the UK’s longest-established water retailer, has partnered with Plain Numbers to enhance how numerical information is presented to business customers. The collaboration supports Business Stream’s Customer Vulnerability Framework by making bills, contract changes and other essential information clearer and easier to understand.
The partnership—thought to be the first of its kind in the UK water retail market—will see five Business Stream colleagues complete Plain Numbers’ practitioner training and embed the Plain Numbers Method across a range of customer-facing communications.
The Plain Numbers approach focuses on presenting key numbers clearly, placing them in context and applying insights from behavioural science so customers can make informed choices with confidence.
Jo Mayes, Customer Services Director at Business Stream, said: “We know that interpreting bills or changes to contracts can be complicated so we’ve taken this step to improve the information we share and provide as much support as possible to customers. We’re proud to be working with Plain Numbers and we’re looking forward to seeing the benefits it will bring to our customers.”
Training of the first cohort is due to complete by the end of the calendar year, after which Plain Numbers principles will be applied across selected customer communications and initiatives.
Ben Perkins, Director of Partnerships and Services at Plain Numbers, said: “We’re delighted to be working with Business Stream as they take this proactive step towards providing their customers with clearer, more effective communications. They’re clearly passionate about supporting their customers and this is an impactful way to make a difference.”
