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 Solution

The J.D. Power Best Practices CenterSM offers numerous reports and other content examining 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 case studies spotlight best practices employed by the highestperforming utilities in areas that influence customer satisfaction and engagement.

The Best Practices Center allows 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

The Benefits

Content housed on the Best Practices Center provides numerous benefits to subscribers, including:

  • Customer Impact Reports, which are periodically published throughout the year and enable subscribers to learn how customers perceive their utility’s performance in vital areas that most impact the customer experience
  • Featured case studies, which allow subscribers to gain insights through exclusive interviews and information that explore the best practices employed by the highest-performing utilities
  • PowerPoint presentations, which identify key data points from the reports for quick reference
  • Best practices and innovations listings, which offer quick reference points to which utilities are deploying the latest programs and services to improve the customer experience

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