Monitoring Touchpoints to Help Maintain a Great Customer Experience

Business Challenge

Maintaining high levels of customer satisfaction is critical in the energy industry. Energy companies report to regulatory boards (public utility commissions) that have the authority to approve or reject rate changes and/or penalize the companies if they fall short of their goals. Simply put, if customers are not satisfied with the service they receive there can be monetary consequences for the energy distributor/supplier.

Our Approach

An ongoing call center satisfaction study is part of PECO's efforts to maintain high satisfaction, helping them to keep their finger on the pulse of the customer experience during key touch points. Dashboard reporting to top management notes any trends, positive or negative, and/or internal or external changes that might be affecting the overall customer experience.

Successful Results Implementation

Armed with these results they can quickly take action and change course as needed. The study supports employee training programs and other operational strategies focused on improving the customer experience and keeping their customers happy.