th
15 Annual Electric Utility
Customer Satisfaction Survey
The basis of future success is based on
knowing where you are right now
Electricity bill payers who are 'very or fairly' satisfied with…
2013
2012
2011
2010
2009
Your Utility
?
?
?
?
?
Benchmark A
?
89%
86%
90%
87%
Benchmark B
?
84%
80%
87%
86%
Base: total respondents in 2012 UtilityPulse Customer Satisfaction Survey
UtilityPULSE = Customer Insights
What will you receive?
The Utility business is no longer an easy
business – customers have come to expect
so much more from their utility. You are, or
will be, making investments in technology,
and/or process improvement, and/or
training, and/or staffing. The purpose of
the UtilityPULSE Report Card® is to
provide you with information that you can
use to prioritize the 100’s of things you
could do (or are expected to do) to improve
Customer satisfaction.
● 14 years of experience conducting
the Annual Customer Satisfaction
Surveys specific to the Electric Utility
Industry
● 20+ attributes which customers have
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Additional options available:
used to describe their utility are
researched annually
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● 25 years of providing consulting
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services, customer service training,
organizational
&
leadership
development workshops, employee
surveys
● 40+ utilities have participated in our
annual survey
● 50,000+ interviews completed
● UtilityPulse is experienced and
knowledgeable about the electric
utility industry.
Feedback from 400 respondents who complete an
in depth telephone survey
A comprehensive set of tables with cross
tabulations of data
An in-depth analysis report of the results
A personal debrief of the results to your senior
management team
An electronic copy of the presentation material
An opportunity to add questions should your utility
have special needs at a very affordable cost
Benchmark data to help facilitate performance
comparisons
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Add additional questions to the Core survey
specific to your Utility and research needs
Presentation to your Board of Directors
Presentation to your front-line staff
A webinar presentation of your results to post to
your intranet
Addition of Cost of Service questions for rate
applications
Customer Service training workshops
customized for your organization
To get Customer feedback and insights that you
can use contact us today.
Tel: +1-888-291-7892 email: info@utilitypulse.com