E Source Market Research Multi-Client Study for Residential End Users

Customer Satisfaction Benchmarking for Utility Call Centers, 2003

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Prospectus

To view the prospectus for the E Source Market Research Multi-Client Study "Customer Satisfaction Standards for Utility Call Centers: Nationwide Benchmarks of Utility Call Center Service Among Residential End Users, 2003," click to download PDF.

Overview

In partnership with The Response Center (TRC), E Source is pleased to announce the second annual benchmark study of U.S. residential customer satisfaction with the service they receive from utility call centers. For this year's survey, we'll be linking satisfaction ratings for call center performance to average speed of answer (ASA) and service level (SL). Many studies have benchmarked call center efficiency and productivity metrics, but few link those metrics to customers' perspectives on overall call satisfaction. Ours will.

Study Benefits

This study will deliver strategic insights as well as operational information to key internal clients at your company.

Utility Executives
We'll explain how call center interactions affect residential customers' actions and overall perceptions of your company. The study will provide benchmark information for subscribers relative to other utilities and will include specific operational recommendations that can be linked to overall corporate goals.

Call Center Managers
Satiscan modeling will identify the key drivers of satisfaction with call center transactions and highlight prime areas for coaching and tactical improvements. You'll have the ability to compare your service levels to levels at other utilities to improve your goal-setting and resource-allocation decisions.

Market Researchers
In addition to learning how internal performance compare with performance at other companies, you'll find out how various aspects of service link to customer loyalty.

Study Objectives

This study will give utilities a comprehensive understanding of residential customer service perceptions. Our analysis will include:

• Identifying the key drivers of customer satisfaction with call center service for five different call types: electric outage, new connects/transfers, high-bill complaint calls, billing inquiries, and payment arrangements.
• Linking the customer perceptions of overall call satisfaction with key call center performance metrics.
• Delivering a clear set of models that illustrate the relationships between key call center service attributes and overall call satisfaction.
• Determining the relative importance of each key driver on customer satisfaction for each call type studied.
• Delivering a critical evaluation of each subscriber's call center performance to produce actionable recommendations for call center management.

Survey Methodology

For information about survey methodology and optional oversampling, download the complete prospectus. Download PDF