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September 27, 2010
SDS Research Launches TouchPoint Tracking Service
| For More Information |
Tim Blodgett
Hometown Connections
303-526-4515
tblodgett@hometownconnections.com
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Todd Morris
SDS Research
801-532-2400
todd@sdsresearch.com
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Monthly Follow-Up Surveys for Every Contact, Service Call
EVERGREEN, Colo.— To offer public power managers an unfiltered look at their customers' experience with employees and service delivery, SDS Research has created the TouchPoint Tracking service for members of the American Public Power Association (APPA). This monthly telephone survey reaches out to customers who had some type of contact with the utility within the previous 30 days, including a new account order, repair, installation, disconnect, or a question about service or billing. During these two-minute follow up calls, SDS asks customers general questions about their experience, specific questions about the customer service or technical employee they had contact with, and open-ended questions on suggestions for improvement. Unresolved, specific customer concerns or sales opportunities are communicated immediately to the utility through the acclaimed SDS Alert program.
SDS provides summary reports to the utility monthly, with in-depth trend reports provided every six months. Results are presented on an aggregate (company-wide) basis and by each employee. Employee ratings allow for an analysis of each employee's performance in customer contact situations, providing feedback for evaluation, coaching and training.
“Every interaction is important to customers, and it should be important to the utility, too,” said Todd Morris, Sales Director, SDS Research. “For as little as $600 per month, a utility can monitor all customer interactions and gain clear, consistent feedback from up to 2,400 customers annually. This feedback provides an understanding of customers' opinions, including feelings about their installation, repair, billing questions, and other crucial interactions with utility staff.”
To Tim Blodgett, President and CEO of Hometown Connections, “Great customer service depends on attention to detail and always adjusting to customer needs and concerns. TouchPoint Tracking enables an APPA member to factor in the customer’s perspective when making decisions about utility operations.”
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About Hometown Connections International, LLC, Evergreen, CO
Hometown Connections is a utility services subsidiary of the American Public Power Association (APPA). APPA is the national service organization for the nation's more than 2,000 community- and state-owned electric utilities serving 45 million customers. Hometown Connections supports APPA members by securing national group pricing and service arrangements from leading industry suppliers. Please visit www.hometownconnections.com.
About SDS Research, Farmington, UT
SDS has conducted research projects with more than 200 public power communities nationwide, in 34 states. No other research firm has interviewed more public power customers or potential customers than SDS, and no other firm has the breadth and depth of comparative industry benchmark data. To learn more, visit www.sdsresearch.com.
Visit these web sites for more information.
• Hometown Connections
• SDS Research
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