Customer Impact Report: Mobile Customer Interaction

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Available at the J.D. Power Store

Consumers have embraced mobile devices at a dizzying pace. It is important for utilities to recognize this trend and maximize the ways they communicate with and serve their customers via this medium. The Mobile Customer Interaction Special Report examines how utilities are addressing emerging mobile customer contact channels (text messaging, mobile Web, and downloadable applications); compares utility mobile interactions with interaction among more mature industries; and identifies best practices via case studies of the highest-performing utilities in areas influencing customer satisfaction and engagement.

Download the executive summary to learn key takeaways from the report.

The full report is available for purchase at the J.D. Power Store and includes the following:

  • Number of pages: 27
  • Number of charts/graphs: 20
  • Best practices—case studies from: Commonwealth Edison and DTE Energy