Do you know how your large business customers feel about your utility and their account representatives? E Source’s third annual Gap and Priority Benchmark surveyed 1,428 large business customers to assess how well utilities and account representatives are satisfying the needs of their business customers, and to identify steps utilities and account reps can take to better serve these important accounts.
More than half of the utilities that participated in both the 2010 and 2011 benchmark surveys improved their overall scores this year. Nevertheless, there are still several areas in which utilities and account reps fell short of customers’ expectations. Working to keep energy prices down and communicating effectively during energy emergencies represent two important opportunities for improvement.