U.S. Consumer Engagement Study

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The Challenge

Creating awareness and motivating customers to engage with new energy programs, products, and services is a challenge for utilities, as is developing engagement strategies that encourage customers to embrace and sustain energy management behaviors. It is imperative that utilities understand their customers’ experiences and preferences, as well as their levels of awareness, familiarity, and usage of the utility’s offerings in order to develop an effective strategy to drive behavioral changes and increase overall customer satisfaction.

The Solution

The J.D. Power Consumer Engagement Index StudySM measures the level of residential customers’ engagement with their electric utility’s programs, products, and services, and is based on responses from more than 25,000 customers of 125 of the largest electric utilities throughout the United States. The study provides insights regarding customer awareness, familiarity, and usage of their utility’s programs, products, and services; ease of enrollment and participation in these offerings; and the impact these offerings have on the overall customer experience.

Study deliverables include:

  • A management discussion that provides insights into key industry trends and study findings, enabling your utility company to develop strategies for motivating customers to engage with your programs, products, and services
  • Access to a personalized competitive data set, allowing you to see how your utility compares with peer utilities, the industry, and the highest performers
  • A detailed analysis of customer preferences with respect to communication channels and utility programs, products, and service offerings
  • An on-site executive presentation that includes a summary of how your utility performs in the study, customized strategic recommendations, and ongoing best practices that may be used to establish corporate goals in maximizing both customer engagement and customer satisfaction with your offerings

The Benefits

Study subscribers will be able to use the findings to better understand the level of customers’ awareness, familiarity, and usage of their offerings in order to develop strategies for motivating customers to engage with their programs, products, and services, which, ultimately, may drive behavioral changes and increase overall satisfaction.