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Metrics and Measurements for the Customer-Focused Utility

October 5, 2012

As utilities increase self-service options across channels, it’s creating a shift in the call center, resulting in more-complex, longer-lasting calls. Find out how to change your call center paradigm and which metrics can most effectively measure performance. In particular, we’ll discuss the Net Promoter® ® score. It’s an essential reference point for utilities striving to increase their brand strength and develop trust and loyalty among their customers. The benefits include expanding the ability to cross-serve customers with programs and products, while helping the utility when natural disasters and other big events create service challenges. (Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems Inc., Bain & Company Inc., and Fred Reichheld.)

Rich Goodwin, Manager, Customer Experience Services, E Source
Barbara Burke, Principal, Barbara Burke & Associates, Inc.
Rajeev Shrivastava, Vice President, Strategic Business Development, Satmetrix Systems