• The participating utility provides a random sample of residential and commercial customers (names and contact numbers). The survey sample is 400, which provides a confidence level of 95% (+/- 5%). 

• The benchmarking study and scope focuses on key "moments of truth" that customers experience examining the following key drivers:

r Price and Value
r Power Quality and Reliability
r Operational Effectiveness
r Image
r Corporate Stewardship
r Customer Service

• Our team works with you to develop additional pertinent questions, unique to your utility, in a professional and cost effective manner.

• Our team arranges the fieldwork and everything else. Collecting data, using the more traditional form of a telephone survey, we collect and provide you with the most accurate and complete results possible. The telephone survey is approximately 5-8 minutes.

• Our team analyzes and reports results in a clear and ready-to-use format. When your study is ready, we arrange for an in-person briefing for you and your executive team at your offices. The report back will consist of a comprehensive document interpreting your customers' perception of your service and corporate reputation, as well as presenting supporting initiatives to build superior customer value. New for 2006, your report back will include your own UtilityPULSE^® Report Card.