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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...

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Customer 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...

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Do 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....

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Smart 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...

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A 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...

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How 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...

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Learn 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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