Utility Communications: A Key Touch-Point

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Communications have a significant influence on customers’ perceptions, level of engagement, and overall satisfaction with their utility.  It is one of the six weighted factors in the J.D. Power Utility Customer Satisfaction Index model. While this factor does not carry the weight of other utility customer experience essentials, such as Power Quality and Reliability or Billing and Payment, Communications permeate the other factors and can have a greater influence on overall satisfaction than may be realized.  View the webcast to learn how leading utilities have developed quality communications to enhance their brand image and in turn, increase customer satisfaction.