Electric customers want to get through to their utility in one call and have their problems resolved quickly and competently—without having to initiate multiple interactions to address an issue.
Seventy-six percent of energy and utility customers say that speed—the ability to get information quickly and accurately—is a very important factor in how they perceive service quality, according to the report, “Market Trends: Customer Experiences in Energy & Utilities Organizations, 2013" released this week by global software provider, Cincom Systems (News - Alert), based in Cincinnati.
"With so many industry advances underway and consumers becoming more actively engaged in managing their energy consumption, it's a real challenge to keep up with the changing customer service demands," said Randy Saunders, Cincom's CEM program director. "Fortunately most retailers are making this a top priority and nearly half are planning major upgrades of their systems within the next 12 months."
Based on the findings of the researchers, utility customers say... Read More
By Cheryl Kaften