Understanding how customer sentiment affects loyalty and advocacy rates, and hence a utility's profitability is vital in today's market as customers gain greater transparency to competitive choice through the Internet. The Electric Utility Residential Customer Satisfaction Briefing Report provides an analysis of customer needs and desires at several service "moments of truth" and details the top service practices—or KPIs. This report provides valuable information that will help utility companies prioritize strategies targeting those areas most important to customers.
- Number of pages: 24
- Number of charts/graphs: 7