THE SOLUTION

The J.D. Power and Associates Utility Website Evaluation Study^SM examines the content and features of electric utility websites that may be useful and effective for customers who interact online with their utility.   

The Utility Website Evaluation Study includes:

An examination of the customer utility website experience in five factors--content; transactions; speed; appearance; and navigation--which allows utilities to:

• Examine key drivers of satisfaction among utility customers' online experiences with their electric utility website
• Align service improvement initiatives with customers' core desires and needs
• Benchmark performance on customer satisfaction among the nation's electric utilities

THE BENEFITS

A study subscription provides access to the tools needed to gain a comprehensive understanding of how your company is performing and to identify any areas needing improvement. Deliverables include:

• A management discussion and an on-site executive presentation that provides insights into key industry trends and study findings, allowing your company to maximize performance and prioritize improvement initiatives
• Access to competitive data sets, allowing a comparison of your company's performance against competitors, the industry, and the highest performers
• Data analysis via SPSS Data and mTABWeb™ files that allows for segmentation at the national and regional levels, and by industry Key Performance Indicators (KPIs)

J.D. Power's research solutions enable electric utilities to target the performance activities that have a
direct impact on ROI.