| The Energy and Utility sector is changing, and so have the needs and expectations of its customers. Whether electric, gas, water, or public transportation, utilities must continually balance the engineering, construction, and financial aspects of delivering service with those of satisfying their customers. Simple program or services development has become an evaluation of market alternatives. Customer opinions are driving performance improvements, and sometimes “pay for performance” initiatives. Once narrowly-focused customer satisfaction studies have evolved, by necessity, into investigations of the entire customer relationship. Now more than ever, successful market research hinges on providing answers that are thorough, practical, and insightful | TRC has the experience and perspective to help the industry learn and grow in the face of these changes. Our nationwide benchmarking studies offer context for decisions and cost-effective opportunities to understand and improve. Our knowledge of transactional satisfaction helps our clients link customer perceptions at the point-of-contact to overall feelings about the company. Our brand and image evaluations give clients a holistic view of their performance, and our ability to model “key drivers” of satisfaction and loyalty across key operations gives them the tactical guidance they need to make effective, efficient, and actionable decisions.
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