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:
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?’
|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?
|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.
The factors involved in this dimension include customer perceptions about: fiscal stability, being well managed, good employee relations and open communication.
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.
Customers want to deal with companies that have good corporate governance and compliance to safety and societal regulations.
Contact us today for a free, no-obligation consultation about your customer satisfaction survey needs.
Tel: +1 905.895.7900 Fax: +1 905.895.7970