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When Is Utility Customer Service Good Enough for Business Customers? How Satisfaction Differs by Utility TypePublished by: IDC Published: Jul. 31, 2006 - 31 Pages Table of ContentsTable 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 AbstractCaught between the need to control costs and the desire to provide quality service, utilities are faced with an implicit question: when is service good enough? This report highlights our research on the drivers of business customer satisfaction in four general areas: billing and payment, call center service, field service, and account representative performance. The level of performance customers experience and how satisfied they are with that experience differ considerably by the type of utility - investor-owned, municipal, or rural electric co-op - emphasizing the value of benchmarking a utility against similar organizations. The findings presented illustrate the potential for making satisfaction measures dramatically more actionable. By understanding the percentage of customers satisfied with a specific performance level, utilities can set performance targets based on when service is satisfactory from the customers' perspective. Get Full Details About This Report >> |
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