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Although facing a number of industry challenges, customer satisfaction is increasingly becoming a central focus for many utilities

Although facing a number of industry challenges, customer satisfaction is increasingly becoming a central focus for many utilities

ATLANTA – August 17, 2006 – More utility executives are discussing customer satisfaction than when Chartwell conducted a similar analysis in 2004, revealing that satisfaction is increasing in importance to utilities, according to Chartwell’s latest report: Customer Satisfaction in the Utility Industry 2006. Chartwell researchers identified this trend by reviewing the recent annual reports of utilities ranked in a recent J.D. Power and Associates study.

Utilities now face a number of unexpected and somewhat uncontrollable challenges, as increasing costs and more frequent service disruptions have taken a toll on customer satisfaction scores during the past year. However, there are areas of satisfaction utilities can control. The right products, services and communication, even in times of higher energy bills and recurring storms, can help utilities maintain - or potentially increase - satisfaction levels, industry experts explain.

In a time of increasing customer expectations, meeting service levels and boosting customer satisfaction is the second most pressing challenge amongst customer care center professionals, according to recent Chartwell survey data, landing behind addressing contact center staffing challenges.

The two challenges have direct links, as employees are key drivers of satisfaction. Motivating employees to understand the importance of customer service can have a direct impact on satisfaction, and this message may be heard loud and clear straight from the top, according to Customer Satisfaction in the Utility Industry 2006.

Customer Satisfaction in the Utility Industry 2006 is available to members of Chartwell's Premier and Customer Care Research Series and to non-members for $495. For information regarding the Customer Care Research Series or Chartwell's Premier membership, contact Bill Grist at (404) 237-9099 or (800) 432-5879. A free table of contents and summary of this report can be downloaded at www.energylibrary.com.

Recently released reports include:

· Best Practices in Addressing Contact Center Staffing Challenges;

· The Chartwell Report on Energy Assistance Programs and Awareness;

· The Chartwell Customer Care Center Report 2006;

· Serving Special Customer Segments: Second- language, Critical Care and Special Needs Customers;

· The Chartwell Report on Captivating and Satisfying the C&I Customer; and

· The Chartwell Report on IVR Applications and Speech Technologies 2005.

You can purchase and download these reports from Chartwell’s Energy Library at www.energylibrary.com.

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Chartwell Inc. seeks to provide a better understanding of technologies, issues and management practices in the utility and retail energy services industry through best practices case studies and quantitative research.