As the demands of business utility customers continue to evolve, understanding their experiences is imperative to increasing their satisfaction with their utilities. Business customers expect reliable power, fair rates, easy-to-use payment options, excellent customer service and that their utility is involved in the community. Listening to the Voice of the Customer is the first step in targeting performance improvement initiatives that may increase overall customer satisfaction.
The Solution
The JD Power U.S. Electric Utility Business Customer Satisfaction StudySM measures business customers’ satisfaction with large and midsize electric utility companies across four U.S. geographic regions: East, Midwest, South and West. The study examines satisfaction across eight dimensions: Monthly Cost; Trust; Safety & Reliability; Ease of Doing Business; Information Provided; People; Problem Resolution; and Digital Channels.
The study allows utilities to:
Measure critical components that drive overall satisfaction among business utility customers
Identify the relative strengths and weaknesses of electric utilities overall and by size
Align strategic planning and improvement initiatives with core business customer desires and needs
A study subscription will provide access to the tools you need to gain a comprehensive, in-depth understanding of how your utility company is performing and to identify areas that need improvement.
Deliverables include:
A management discussion that provides insights into key industry trends and study findings, allowing your utility to understand current performance and prioritize improvement initiatives
Access to competitive data sets, allowing a comparison with your peer utilities, the industry and the highest performers
An impact simulator built around your utility’s performance on industry Key Performance Indicators (KPIs), modeling the impact of one or multiple performance improvement initiatives on customer satisfaction initiatives
Net Promoter Score®— anindependent measurement of NPS, which includes the brand-level Net Promoter Score® and verbatims, an NPS rank chart and verbatim text analytics
...and more.
Net Promoter System® and NPS® are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter ScoreSM is a service mark of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite. Learn more
Brands that rank above the industry average for their segment and subscribe to the study earn the opportunity to commission a JD Power Performance Report. JD Power Performance Reports are customized, client-commissioned reports that highlight above-average performance by companies in JD Power syndicated studies. Each report is written and designed by JD Power, and features research findings and charts from the study, with a focus on sponsoring client's ranking and performance. Learn more
Make decisions with confidence.
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
