As the demands of residential gas utility customers continue to evolve, it is imperative that gas utility companies stay up to date regarding their customers' needs and expectations, as well as industry trends. Utilities that understand their customers' preferences and experiences are better able to target performance improvement initiatives that may increase overall customer satisfaction. The Gas 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, to help utility companies prioritize strategies targeting those areas most important to customers.
- Number of pages: 30
- Numbers of charts/graphs: 11