When Is Utility Customer Service Good Enough for Business Customers? How Satisfaction Differs by Utility Type

Table of Contents
Energy Insights Opinion
Executive Summary
The Main Points
Billing and payment
Call center performance
Field service performance
Account representative performance
Introduction
Method and This Report
Benchmarking by Utility Type Recommended
Billing and Payment Options
Bill accuracy
Figure: Bill Accuracy - Performance and Satisfaction
Figure: Overall Satisfaction with Bill Accuracy, by Utility Type
Billing options
Figure: Payment Options - Performance and Satisfaction
Figure: Overall Satisfaction with Billing Options, by Utility Type
Call Center Performance
Call center hours
Figure: Call Center Hours - Performance and Satisfaction
Figure: Overall Satisfaction with Call Center Hours, by Utility Type
Call center representative performance
Figure: Overall Satisfaction with Call Center Representative Performance, by Utility Type
Figure: Call Center Representatives - Performance and Satisfaction
Field Service Performance
Appointment scheduling
Figure: Overall Satisfaction with Appointment Scheduling, by Utility Type
Figure: Scheduling Field Service Appointments - Performance and Satisfaction
Field technician performance
Figure: Overall Satisfaction with Field Technician Performance, by Utility Type
Figure: Field Service Technicians - Performance and Satisfaction
Field service communications
Figure: Explanation of Field Service Work - Performance and Satisfaction
Figure: Overall Satisfaction with Service Communications, by Utility Type
Account Representative Performance
Account representative follow-through
Figure: Overall Satisfaction with Account Representative Follow-Through, by Utility Type
Figure: Account Rep's Follow-Through - Performance and Satisfaction
Account representative "proactivity" and knowledgeability
Figure: Account Representative's Proactivity - Performance and Satisfaction
Figure: Overall Satisfaction with Account Representative Proactivity, by Utility Type
Figure: Account Rep's Understanding Of Customers - Performance and Satisfaction
Figure: Overall Satisfaction with Account Representative Knowledgeability, by Utility Type
Conclusion
Notes
Synopsis