Customer Satisfaction

customer_satisfactionMany if not most utilities rely on customer satisfaction as an external market verdict on internal business processes. Utility CSAT has more varieties than Baskin Robbins has flavors, but it all comes down to whether or not customers feel the value they receive is equal to or greater than the number of dollars they send the utility each month. Communications can account for about 20% of a utility CSAT score, and those scores could translate into meaningful financial penalties or rewards. With so much riding on your utility’s CSAT, don’t you want to know how you match up against market leaders?

icfHave utilities quantified the benefits of top-quartile customer satisfaction? What about the financial consequences of bottom-quartile performance. ICF contracted with EEC in 2013 to conduct detailed interviews and crunch the data.

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