Heat Echo
Every heatwave, tariff change and estimated read echoes as bill anger; see when.
The job
Predicts from public posts when heat, holiday night use, a tariff change or estimated meter readings will turn into bill anger, how much, and how much will tag the regulator. Leaders test worse cases and prepare answers, and the forecast grades itself.
The moment
The EVP replays last summer on the control-room wall. Public posts about the heat peaked on 4 August, and 27 days later came 6,100 angry posts about bills, 31% tagging the regulator.
This year's heat peaked on 9 August, so the countdown predicts the bill posts will land on 5 September, give or take 3 days, at 5,200 to 7,000 posts.
An analyst adds one more week of extreme heat: the forecast rises to 8,400 posts, three days later. The EVP approves an explanation for that case too, drafted before anyone leaves.
On 6 September the forecast grades itself: the posts arrived on day 28, inside the range. Anger per unit of heat is 38% below last summer, and regulator tags fell from 31% to 12%.
What it does
- Pre-register the echo forecast
- Rehearse a scenario with the heat slider
- Draft the explainer, FAQ and care replies
- Send date, reasons and drafts to billing and social care
- Open current bill posts for the care team
What you see
Offset driver and echo waves, a countdown, a regulator-tag fuse line, a scenario slider that ripples the echo live, and a forecast stamp that grades itself. Shown on the control-room wall screen.
What it moves
How often the forecast lands inside its predicted range, and the share of bill anger that tags the regulator, compared from one cycle to the next.
Built for
- CX leaders & VoC
