Utilities Measure Customer Satisfaction to Improve Service Delivery

November 2016

Since 2015, Hometown Connections has been working with GreatBlue Research to help public power utilities, joint action agencies, and other public power organizations obtain a thorough understanding of how customers perceive their utility and which services they are willing to purchase. Customer satisfaction data gathered by GreatBlue is helping utilities deliver services their customers want and value. The following are highlights of recent utility research projects conducted by GreatBlue, as well as customer service insights from industry experts.

Connecticut Water Company Scores High in Customer Satisfaction
Per the most recent customer satisfaction survey commissioned by the Connecticut Water Company, more than 90% of customers say there are satisfied with the utility’s services. Independent research firm GreatBlue Research contacted over 600 Connecticut Water customers across the state. The company conducts the survey every year and uses GreatBlue’s detailed report and recommendations to improve the customer experience. Details HERE.

Maine Water Uses Customer Research Data to Enhance Conservation Programs
For Maine Water’s most recent customer satisfaction survey completed, GreatBlue Research contacted over 300 customers in all ten divisions of Maine Water, and found the overall satisfaction index is 91.6%. The survey measures customers’ satisfaction with the company, with the customer service employees and with the field service employees. Study details HERE. Maine Water used data gathered from the survey to guide the distribution of water conservation information to customers. For example, the utility announced back-to-school water conservation tips and water conservation strategies for indoors and outdoors.

“Customer is King”
In an article published in APPA’s Public Power magazine, GreatBlue CEO Michael Vigeant discusses that when assessing customer satisfaction, it is important to remember that all customers are not alike. He sresses that residential, commercial and industrial customers have different needs and expectations from their utility, with larger customers typically requiring more regular interactions with utility staffers. Vigeant also noted there are major differences between younger and older customers, explaining younger customers are much more likely to engage with the utility via computer or smartphone. Read MORE.

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