Customer Satisfaction Driving Return on Equity for Utilities
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J.D. Power’s utility industry research has identified quantifiable links between customer satisfaction and key financial metrics, such as profitability and credit ratings. In fact, a highly satisfied customer base can be a leading indicator of return on equity for utilities. This finding suggests that electric utilities may benefit directly from investments in programs aimed specifically at improving customer satisfaction. Download the white paper to learn why investing in the customer experience may yield rewards as significant as investing in tangible assets, such as power plants and distribution infrastructure.