Proactive customer notification and alert programs are emerging in the utility industry as a new way to engage with customers in a manner that puts them in control. Although many utilities offer some type of proactive messaging, the extent and features of those programs vary greatly. The Proactive Customer Communications and Alerts Customer Impact Report examines evolving alert and messaging program offerings; explores customer experiences with those offerings and their impact on satisfaction; and profiles four utilities, including strategic details of their offerings.
Click on the download button below to access the executive summary and 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: 20
- Number of charts/graphs: 9