Feedback from tens of thousands of electric utility
customers from across Canada over the past seven years reveals what it takes to be viewed
as a customer centered organization. Is it possible that an electric utility can
improve its image and reduce its costs by listening to its customers? The data and
charts included in this book suggest that it is.
The main purpose of this book is to
assist electric utility managers and leaders understand that creating stronger connections
with their customers is not complicated – but it does take some work. To assist
you, this book provides three forms of assistance: (1) data and tables from customer
surveys; (2) stories that highlight the value of customer satisfaction and, (3)
thought-provoking ideas and actions on becoming a customer driven organization. |
