In addition to a comprehensive feedback report, your
utility receives the UtilityPULSE® Report Card; a summary analysis of where your utility stands versus
the benchmarks on the following key drivers:
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®
Customer Service
The factors involved here are: commitment to customer
focus; timeliness of service: 'Were you satisfied with the amount of time it took to get
service?'; knowledge & competence: 'Did representatives have access to necessary
information and able to communicate it?; courtesy: 'Did representative treat you fairly
and with courtesy'; and responsiveness: ' Were personnel able to respond effectively to
any problems and/or issues that arose?'
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® Price
and Value
This dimension of price and value is a strong driver of
customer satisfaction.
Does your utility providel products or services that are high quality, innovative,
reliable and good value for the money?
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® Power Quality and Reliability
Electrical power is the primary product which utilities
provide their customers and customers have very high expectations that the power will be
there when they need it. Every utility has to get this part right ... no excuses.
It is the utility's core business.
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® Operational Effectiveness
The factors involved in this dimension include customer
perceptions about: fiscal stability, being well managed, good employee relations and open
communication.
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® Company Image
A company image is the combination of thoughts, feelings,
beliefs, opinions and impressions that customers and other key stakeholders have about
your utility. These form a complex web of perceptions that together make up your
utility's reputation. A company image might precede your actual contact
with a customer but it will certainly follow all customer contacts and set the
stage for future interactions.
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® Corporate Stewardship
Customers want to deal with companies that have good
corporate governance and compliance to safety and societal regulations. |
