From very public customer satisfaction surveys to internal customer service measures, utilities face increased pressure to please the consumer. In its latest industry report, Chartwell reveals the common threads between energy providers that are highly regarded by their customers and covers the issues surrounding customer satisfaction in the utility industry.
Customer Satisfaction in the Utility Industry offers an industry analysis and six case studies on companies such as PPL Electric Utilities and Omaha Public Power District. Chartwell also interviewed several industry experts, including Al Destribats, the director of J.D. Power and Associates’ noted utility customer satisfaction studies, to present valuable advice and opinion on customer satisfaction measures and what they mean to utility companies in a volatile and ever-changing energy market.
"Customer satisfaction is very important to utility executives right now," says Dennis Smith, director of editorial and research for Chartwell Inc. "It appears most utility distribution companies were able to distinguish themselves from the corporate disrepute plaguing the unregulated side of the industry, but regulatory commissions and consumer watchdogs will continue to hold utilities’ feet to the fire when it comes to maintaining quality customer service."
Chartwell’s latest interviews with utility executives show that customer satisfaction and/or customer service measures are top of mind for many. Customer Satisfaction in the Utility Industry offers advice and lessons learned from utilities that have either improved their customer satisfaction measures or are at the top.
Customer Satisfaction in the Utility Industry, which is part of the Chartwell Customer Care Research Series, is available for $250 and can be purchased and immediately downloaded at Chartwell’s new www.energylibrary.com Web site, which hosts Chartwell’s vast collection of research reports and utility industry periodicals. Users can go to the site, register and find the customer service category link to purchase Customer Satisfaction in the Utility Industry or view a free table of contents.
Customer Care Series members get access to this report as well as other research reports, news issues and industry data throughout their year-long subscription period. For information on becoming a series member, please call (404) 237-9099.
Press contact: Dennis Smith (404) 237-9099
