Utilities often look at their overall customer satisfaction scores and...
Resources
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Articles
The Secure and At-Risk Customer Perception Gap
Utilities often look at their overall customer satisfaction scores and...
The Credibility & Trust Index – How Utilities Build Trust
There is no shortage of discussion about “trust.” But for...
Bills & Blackouts — The Killer B’s
Despite tech advancements, "Killer B’s"—bills and blackouts—still shape how customers...
The Evolution of Customer Care
Customer care has evolved from standards-obsessed to process-obsessed to needs-obsessed.
Improving the Experience for Time-Pressed Customers
Utilities must recognize that every minute a Customer spends trying...
Why Bother Focusing on Customer Satisfaction When They Can’t Leave?
Focusing on customer satisfaction benefits more than retention; it influences...
The Function of Engagement with Stakeholders
The model visually demonstrates the cyclical and dynamic process of...
A Journey Toward True Customer Centricity
Customer centricity is more than a buzzword; it is a...
Transforming Intent into Action
Moving from the drawing board to real-world implementation presents a...
Research tips & Hints
The Difference Between Anger & Outrage
Utility leaders are not strangers to difficult customer reactions. Complaints...
Making Sense of Statistical Terms
Statistical terms can cause anxiety for non-experts who need to...
Criteria for Choosing a Research Partner
Selecting the right research partner is pivotal for utilities seeking...
Top Five Concerns About Investing in Research
Deciding to invest in customer research, though philosophically compelling, can...
Understanding Customer Insights
In the utility sector using Likert-type scales in surveys offers...
The Power of Polls
Polls are more than just a collection of numbers; they...
Events & Announcements
The UtilityPULSE Large Commercial Customer Survey
Commercial customers have a significant impact on utility operations and...
CWWA & UtilityPULSE Announce Strategic Integration Partnership
The partnership will provide CWWA members with credible, data-driven insights...
Annual UtilityPULSE Customer Satisfaction Survey
Customer engagement via surveys provides wisdom and information that could...
UtilityPULSE Essential Electricity Safety Awareness Survey
This survey and quiz, with its core 6 questions is...