2011 Gas Utility Residential Customer Satisfaction Study Results Released Today
The J.D. Power and Associates 2011 Gas Utility Residential Customer Satisfaction StudySM was released today. Overall satisfaction with natural gas utility companies remains stable, averaging 627 on a...
View ArticleCustomer communications is an integral part of the outage restoration process
Power outages are an unfortunate reality for utilities. Electricity providers in the Southeast and along the Eastern Seaboard deal with hurricanes; it is ice storms for those in the Northeast and...
View ArticleDo customers want to communicate via smartphone with their utilities?
A memorable ad campaign ran several years back to promote the Apple iPhone and the accompanying App Store. The slogan: “There’s an app for that.” At the time, utilities hadn’t yet gotten the message....
View ArticleSmart Customer Contact Strategy Forum – helping utilities build their...
If you are an executive or senior-level manager responsible for utility customer contact strategy you will want to join J.D. Power and Associates in Texas next month at the DFW Airport Grand Hyatt for...
View ArticleA look backward, and forward for utilities
The year 2012 was challenging for many in the utility industry. Consider some of the big events as they related to utility customers: A new round of smart meter protests and backlash was seen in the...
View ArticleHow can utilities improve their key accounts programs?
Utilities have done a good job in serving customers that are designated as key accounts. Typically these customers have a high energy demand, bring in a notable amount of revenue for the utility and...
View ArticleLearn from the highest performers in customer experience initiatives
Communications with customers during power outages is one of the areas where electric utilities can make a hard impact on customer satisfaction, either positive or negative. Get customers the accurate...
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