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Utility Performance Essentials™:
Listening to the customer shouldn't be so hard
Voice of the Customer feedback is valuable. You don't have to be a researcher to hear it, and use it.
You need Voice of the Customer information to improve as a business and to meet regulatory demands. Budgets are tight, and you may not have the internal resources to conduct research among your customers. We understand, and offer a solution that's simple, inexpensive, and - most importantly - actionable.
  • How satisfied are our customers?
  • Where is our performance strongest?
  • And where is it weakest?
  • Do we communicate well?
  • How can we best improve?

Ideal for Electric Coopertives and Smaller Utilities with small research budgets and big information needs.

Utility Performance Essentials™
• It's simple. You provide us with your customer contact information. We do the rest.
• It's inexpensive. For as little as $1,900 you get comprehensive information about your performance on 31 key measures, summarized in a management-friendly report.
• It's actionable. TRC has years of experience helping utilities put Voice of the Customer feedback to use. Our Take action! analysis tells you where investments to improve will be most fruitful.

Two options to choose from.
Focus on core performance issues, or take an expanded view of your operational performance and brand image. You decide which option best suits your needs.
Utility Performance Essentials™
Offers 31 key measures of performance focused on critical satisfaction issues: perceptions of reliability, billing processes, customer service, and pricing.

Utility Performance Essentials Plus™
All of the "essentials" plus an added 44 measures focused on perceptions of your call centers, performance with regard to service visits, and your overall brand image.


Click on the image to enlarge.

Both Utility Performance Essentials™ and Essentials Plus™ deliver critical information in a management-friendly way. And both will help you prioritize where to invest improvement dollars.

Get "drill-down" information, to help you understand why your performance is what it is.
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Learn areas of performance that are most critical to improving customer satisfaction moving forward.
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Learn where your organization stands today, with a high-level performance report card.
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You get Voice of the Customer feedback across 31 key metrics, professional reporting of results, and an analysis of what most drives customer satisfaction - for as little as $1,900.


With an electronic list of 10,000 customer email addresses we can gather feedback from up to 400 customers. Or use a bill insert to encourage visitors to the survey site. Only have phone numbers? No problem. With a little more time and investment TRC's professional interviewers can easily administer Utility Performance Essentials™ or Essentials Plus™ person to person.

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To learn more, email This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call her at 215.641.2254. To get a copy of this article in PDF click here.
 
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