The Annual UtilityPULSE Customer Satisfaction Survey (since 1999)
This cornerstone survey has a core set of questions AND a series of supplemental questions. The core questions drive various calculations such as The UtilityPULSE Report Card, Credibility & Trust Index, Net Supporter Score, Affinity, and more. The supplemental questions are specific to your needs.
Larger utilities conduct this annually, while smaller utilities conduct it bi-annually.
Here is what it contains:
| The Annual UtilityPULSE Customer Satisfaction Survey will give you: | Full Survey |
|---|---|
|
– 340 Residential & 60 Small Commercial (N=400) |
Yes |
|
– Satisfaction score (pre and post) |
Yes |
|
– Credibility & Trust Index |
Yes |
|
– Customer Experience Performance Rating (CEPr) |
Yes |
|
– Net Supporter Score (NSS) |
Yes |
|
– Customer Effort & Energy Score (CEES) |
Yes |
|
– UtilityPULSE report card |
Yes |
|
– Loyalty (Affinity) scores |
Yes |
|
– Comparison: National benchmarks |
Yes |
|
– Comparison: UtilityPULSE cohort/database |
Yes |
|
– Comparison: Your Utility’s previous UtilityPULSE surveys |
Yes |
|
– Data to compare the results from 3 kWh usage groups |
Yes |
|
– Insight into how problems/issues were handled when customers contacted the LDC |
Yes |
|
– Supplemental questions, subject area TBA. |
Yes |
|
– Customer Comments |
Yes |
|
– Copy of the report and its presentation file |
Electronic |
|
– Debriefing – virtual meeting style |
Yes |
|
– Debriefing – onsite |
Optional |
|
– Additional Utility specific questions |
Optional |
|
We think you could agree that the Annual UtilityPULSE Customer Satisfaction Survey represents excellent and affordable business intelligence. |
|
We deliver specialized, cost-effective research tailored to the utility sector, to support your strategic and operational goals
Let’s Connect
UtilityPULSE, with over 25 years of continuously researching customer and employee opinions, viewpoints and wisdom has a track record for bringing useable data, information and insights to clients.
Let’s talk about your specific needs. We promise to listen to understand.