Customer satisfaction (CSAT)
Most recent content on this topic
Heat-related disconnection moratoriums: Critical review and policy recommendations
Ben Nathan | May 9, 2024
In the summer of 2023, the City of Phoenix experienced 54 days of extreme heat – over 110 degrees. SRP began the process of reviewing its moratorium policy and practices to determine if a policy change was necessary. This process involved stakeholder interivews, customer surveys, and more.
Online event
LMI program enrollment improvements that make a difference
Ben Nathan | March 26, 2024
Enrolling in a utility program should be easy, quick, and stress-free for customers. Here are a few program enrollment improvement strategies that have been successful for Avista Utilities, Seattle City Light, and the Los Angeles Department of Water and Power.
Newsletter
Use data and collaboration to ensure the success of your crisis communications plan
Luba Abrams | March 26, 2024
With storms becoming more prevalent and severe, teams must collaborate to deliver accurate and prompt communications to customers, but it can be challenging to coordinate the flow of information. We explain how solutions from E Source Data Science and the Corporate Communications Service can help.
Report
Large business customers desire energy reliability, effective emergency communications, and trustworthiness
Sannie Sieper | October 19, 2023
This press release announces the results of the E Source 2023 Business Customer Satisfaction Study, an annual survey of more than 600 large business utility customers.
Press release
Small and midsize business customers desire energy reliability, trustworthiness, and effective emergency communications
Sannie Sieper | October 19, 2023
This press release announces the results of the E Source 2023 Business Customer Satisfaction Study, an annual survey of more than 1,400 small and midsize business utility customers.
Press release
Boosting customer program adoption rates with market research and data science
July 20, 2023
This case study explains how E Source helped a municipally owned power and water utility boost customer program adoption rates with market research and data science.
Case study
Life hacks: How younger generations manage their daily lives in a tech-driven world
Patrick Woodworth | August 16, 2023
Take a peek into the daily life of millennials and Gen Z. Technology, apps, the internet—these are ingrained in the habits of the next generation of utility customers and employees. We’ve invited several of these next-gen customers to tell us how they use technology and what it means for utilities.
Online event
Beyond listening: Turning customer feedback into action
Chad Garrett | April 26, 2023
Utilities have an overwhelming amount of customer feedback available to them at all times through surveys, call transcripts, social media posts, focus groups, and more. But how are they to organize this mass of data and use it to create concrete improvements for customers?
Newsletter
Achieving customer satisfaction goals with a deliberate approach to customer experience investments
April 20, 2023
This case study explains how E Source helped a multicommodity utility achieve its customer satisfaction goals with a deliberate approach to customer experience investments.
Case study
Using analytics to enhance the customer experience and predict satisfaction
Chad Garrett | May 16, 2023
Join us to learn how to develop a high-impact customer experience roadmap using an analytics-based approach to forecast how your efforts will affect your customer metrics. We’ll explain how E Source helped a utility client navigate an IT transformation without losing sight of customer satisfaction.
Online event
