We understand the difference between the strategies of “customer-focused”; “customer-driven”
and “customer-centric” – and, what they mean to the electric utility industry.
Creating a
Customer- Centric Utility
Add value to your Customers’ experience by
focusing on your customers.
15th Annual Electric Utility Customer Satisfaction Survey
Becoming customer-centric means looking at your organization through
the eyes of your customers. It's about understanding who your customers are,
what they need, what problems they face and providing mutually beneficial solutions.
UtilityPULSE has been at the forefront of customer satisfaction in the utility industry for
over 16 years. Our Customer Satisfaction Survey provides insight with action giving the
utilities we work with valuable information so they can transform, execute and deliver
results to their customers today.
Affordable, business intelligence.
15th Annual Electric Utility Customer Satisfaction Survey
Simul/UtilityPULSE (C) Copyright 2012 All Rights Reserved
1
15th Annual Electric
Utility Customer
Satisfaction Survey
UtilityPULSE, through polls and surveys,
provides executives and managers in the
electric utility sector with customer and
employee feedback which assists in
making both strategic and operational
decisions. You know lots of companies
that can gather data and then provide a
report. We believe by specializing in the
utility sector with our polls and surveys,
you get stronger analysis of data and
answers to key questions which help you
formulate key strategies to assist your
leaders in creating a better place to work
and a better place to do business with.
UtilityPULSE, the survey division of Simul
Corporation, has been conducting an
annual Customer Satisfaction & Loyalty
survey for utilities since 1999. Utilities
participating in the annual survey can
augment the core set of questions and
compare their own utility performance
with an industry benchmark. We’ve been
designing
and
conducting
employee
satisfaction surveys and organization
culture surveys since 1987.
We have a solid history of serving a
number of utilities. We are a strategic
partner with the OEL (Ontario Electrical
League) and a member of the Ontario
Energy Network.
As such, by being
actively involved in the industry you can
be assured that the professionals assigned
to conduct your survey are, in fact,
knowledgeable about what it takes to
generate high levels of performance in a
utility.
UtilityPULSE is uniquely positioned to help
your utility get feedback from Customers,
through
its
Annual
Electric
Utility
Customer
Satisfaction
Survey
or
15th Annual Electric Utility Customer Satisfaction Survey
Simul/UtilityPULSE (C) Copyright 2012 All Rights Reserved
customized research designed for you. In
addition, we understand what it takes to
create an organization where employees
are engaged and enthusiastic about
customers and the work that they do.
Knowing what is going on with your
customers and employees is one thing;
doing something about it is another. Our
mission is to help you and your leadership
team move from knowing to doing while
improving performance and creating value
to your customers, employees, and
stakeholders.
The electric utility business has changed
dramatically over these past 10-15 years.
Customer expectations and requirements
from their electric utility have grown
exponentially over that timeframe.
A
business that once might have been
described as both simple and easy has
now
become
simple
and
complex.
Regulators, technology and customer
demographics have all combined to make
the business more challenging than ever
before.
We may be the only company in Canada
who specializes in electric utilities and has
the tools and capabilities for conducting
employee surveys and organizational
culture surveys. As such, we can profile
organization
cultures
that
promote
excellent customer care versus those that
don’t.
We may be the only company in Canada
that specializes in electric utilities that has
the capabilities of facilitating strategic and
operational
reviews
with
Senior
Executives, Middle Managers, and Frontline professionals.
We may be the only company in Canada
that specializes in electric utilities that has
proven experience in training every
employee in a utility – including outdoor
line personnel and senior executives –
about customer satisfaction.
2
Key points and deliverables:
1. The base survey is 400 completed interviews (340 residential 60 small commercial),
statistically the survey is accurate +/- 5% 19 times out of 20
2. There is a separate and distinct Ontario benchmark survey that is NOT a composite
average of the participating LDCs
3. There is a separate and distinct Canada wide benchmark survey that is NOT a
composite average of the participating LDCs
4. The 2013 survey will provide a baseline for future tracking and comparison
5. The core survey is remaining intact which facilitates report generation and analysis
6. The data survey or fieldwork done in the spring of 2013 is the benchmark data that
each participating utility will be compared to
OPTIONS (additional charges apply):
Each participating utility has the option to:
-
Increase the number of completed interviews above 400
Add additional questions to the core survey specific to “their utility”
Request an additional Report-back session for the Board of Directors
You’ll also be given the opportunity to indicate the preferred start time for fieldwork
during the survey window of March 15 – May 15, 2013.
Your investment is $19,700 + applicable taxes, 50% is billed upon confirmation of
participation and the balance is billed upon delivery of the report in June.
What will you receive?
Additional options available:


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






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
15th Annual Electric Utility Customer Satisfaction Survey
Simul/UtilityPULSE (C) Copyright 2012 All Rights Reserved
3
We believe we are fully qualified survey partners because:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Business Expertise: we are subject matter experts that understand business
strategy with specialized knowledge of the electric utility marketplace, and are
highly skilled at converting data into actionable insights.
Data collection: We have experienced B2C and B2B interviewers; expertise in
sample management; high quality control and program management.
Program Management: We customize each program and we have developed
a reputation for being flexible with exceptional customer service.
Normative Data: We have relevant peer group data.
Analytics: Leading edge key driver modeling.
Data Integration: We have the ability to incorporate your data set into our
systems.
Reporting: We provide information that goes beyond the numbers and, our
reports are tailored to the intended audience.
Passion and Focus: We’re passionate about the electric utility industry and its
transitioning relationship with its customers. Our focus is helping leaders make
the transformations necessary to be successful today, and successful again
tomorrow.
Partners: We work collaboratively with our clients and prefer a “partner” type
of relationship versus a conventional buyer/supplier relationship.
History: Our benchmark or normative data for electric utilities is 14 years deep.
We’re professionals with business experience who do “research” – not researchers who
do “business”. We understand the difference between the strategies of “customer
focused”; “customer driven” and “customer centric” – and, what they mean to the
electric utility industry.
We look forward to your participation.
Sincerely,
Sid Ridgley
President
Simul / UtilityPULSE
Tel: 905-895-7900 x 29 or 888-291-7892 x 29
Email: sidridgley@utilitypulse.com
Add value to your Customers’ experience
by focusing on your customers.
Website: www.utilitypulse.com
15th Annual Electric Utility Customer Satisfaction Survey
Simul/UtilityPULSE (C) Copyright 2012 All Rights Reserved
4
15th Annual Electric Utility Customer Satisfaction Survey
Register Now
Please complete the information below
& FAX BACK Form to (905)895-7970

Please Register our utility
for the 15th Annual Electric Utility Customer Satisfaction Survey
Add value to your
Customers’ experience
by focusing on your
customers.
Name:
__________________________________
Title:
__________________________________
Utility:
__________________________________
Address:
__________________________________
City:
__________________________________
Postal Code:
__________________________________
Telephone:
__________________________________
Fax:
__________________________________
E-mail:
__________________________________
To speak with Sid Ridgley call 1-888-291-7892 for additional information
or visit the website: www. utilitypulse.com
The survey division of Simul Corporation
15th Annual Electric Utility Customer Satisfaction Survey
Simul/UtilityPULSE (C) Copyright 2013 All Rights Reserved
www. utilitypulse.com