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EMACS 2006 - Improving Customer Satisfaction: Highlights of Utility SuccessesPublished by: IDC Published: Oct. 26, 2006 - 6 Pages Table of ContentsTable of Contents In This Perspective EMACS 2006 ? Schaumburg, Illinois Utility Successes ? Helping Customers Avoid Unexpected Expenses Home Emergency Service Programs Fixed Bill Programs Utility Successes ? Helping Customers Manage Energy Utility Successes ? Improving Customer Communications Learn More Related Research AbstractThis Energy Insights Perspective examines highlights of the EMACS 2006 conference, which focused on utility successes in improving customer satisfaction. Claes Fornell of the University of Michigan, who leads development and design of the American Customer Satisfaction Index (ACSI), set the tone with his presentation on the economic value of customer satisfaction. According to Fornell, across all industries, a 1% improvement in customer satisfaction is worth 4.6% in market value growth. And for the utility industry specifically, an individual utility's ACSI score directly correlates with its stock price. Several conference sessions focused on the strategies utilities are using to improve satisfaction. Highlights of these sessions include: Get Full Details About This Report >> |
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