COVID-19 has been tough for everyone, and GreatBlue Research wants to help. Now more than ever, it is critical to stay in contact with your utility customers, both internal and external. By conducting customer satisfaction studies, employee assessments, and operational efficiency studies, you will obtain a better understanding of your customers and employees in order to better serve them during these difficult times.
Market research is imperative to today’s utilities industry. Understanding current and potential customer needs and wants helps us make more informed business decisions and aids in the development of focused business strategies. Customer surveys take the guesswork and the assumptions out of determining what initiatives will likely be successful and cost effective. Consistently working to understand our customer base provides us with the direct feedback and a communication channel to really “hear” what they are asking of us. Data analytics allows us to target customers and obtain specific feedback for any topic, including opinions on utility rate changes, reliability, renewables, customer programs, and much more. Read More about How Customer Research Really Works »
The results of the Kissimmee Utility Authority’s recent customer satisfaction survey by GreatBlue Research illustrate how to use customer feedback for continuous improvement and demonstrate why it is so important to consistently ask for feedback. Deciding what to ask your customers can be challenging, but once you identify your target areas, you can focus in on your improvement efforts. KUA had a three percentage point increase in customer satisfaction from 2019 to 2020 from doing exactly that – a job well done!
During the challenging time of the COVID-19 pandemic, it is imperative to understand the thoughts, opinions, and sentiments of your customers so you can better prepare to meet their needs. As we begin to return to a “new normal”, it is important to understand how your utility will operate in the coming months, and how customers will feel about these changes. Use a low-cost digital survey by GreatBlue Research to understand how your residential and commercial customers think about their ability to pay future bills, payment options, disconnect policies, and utility re-opening plans. GreatBlue proposes the use of digital research to effectively and efficiently gather insights from your residential and/or commercial customers. These research findings can then be used to target those customers with immediate needs and/or concerns and provide the best possible assistance.
To help community-owned utilities design their COVID-19 response, GreatBlue Research has developed a low-cost digital research solution to effectively and efficiently gather insights directly from customers.
The industry’s leading provider of customer research for community-owned utilities, GreatBlue Research is sharing insights into the world of market research. In excerpts below from the February 2020 issue of GreatBlue Point of View, you will learn about common “sampling” options and why digital surveys are popular.
As explained in this excerpt from the February 2020 issue of GreatBlue Point of View, the vast majority of public power customers nationwide say it is important to them that their electric utility is community owned.
Committed to supporting the customer survey requirements of community-owned utilities, GreatBlue Research is sharing insights into the world of market research. In excerpts below from the January 2020 issue of GreatBlue Point of View, you will learn what “margin of error” in polling means and why conducting customer surveys by telephone continues to be relevant.
GreatBlue is offering a summer research special — Digital Employee Surveys!
Make your Employees your #1 Priority in 2019
As the utility industry continues to evolve, it is imperative to ensure your organization is evolving too. Technology trends, training and succession planning, and overall employee satisfaction are essential to ensure your utility is progressing to meet the ever-changing needs of your customers. GreatBlue is offering a special summer rate on Digital Employee Surveys that will provide vital data and insights on the opinions of your team. Read More about Utility Success Begins and Ends with Engaged Employees »
The Rochester Public Utility Board was presented with the rate structure survey results at the April Board Meeting by representatives from GreatBlue Research. The purpose of the survey was to identify customer views and preferences with regards to the residential rate structure, energy conservation, knowledge and perception of electrification, preferred methods of communication, overall expectations of RPU, and overall satisfaction with RPU’s electric service. Read More about Rate Structure Survey Results Presented at the RPU Board Meeting »