Customer satisfaction and engagement are significant issues for utilities, which must adapt to evolving customer needs and expectations, engage customers to maximize their use of new technologies and programs, and adhere to governmental mandates, all while providing a highly satisfying customer experience. Utilities that learn where other utilities have been successful in engaging and satisfying their customers are well-positioned to prioritize and implement the programs and services that may improve their customer experience initiatives and, in turn, lift customer satisfaction.
The J.D. Power Customer Impact ReportsSM examine key drivers of customer satisfaction and engagement as identified through J.D. Power’s exclusive Voice of the Customer research. Each topical report focuses on the important issues that most impact the customer experience and identifies best practices employed by the highest-performing utilities in areas that influence customer satisfaction and engagement.
The Customer Impact Reports allow utilities to:
- Measure critical components that drive overall satisfaction among utility customers
- Identify best practices of the highest-performing utilities
- Align strategic planning and improvement initiatives with core customer expectations, desires, and needs
Customer Impact Reports are periodically published throughout the year and may be purchased as a series or individually. These reports enable subscribers to learn how customers perceive their utility’s performance in vital areas that most impact the customer experience and to gain firsthand insights through exclusive case studies that explore the best practices employed by the highest-performing utilities. In addition to receiving a Customer Impact Report, subscribers will also receive a PowerPoint presentation that identifies key data points from the report for quick reference.
J.D. Power’s research solutions enable utilities to target those performance activities that have a direct impact on ROI.