The 2011 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.

Utility business account management groups often gauge their success by customer input, but a comparison to other utilities can deliver more-meaningful information. The 2011 Account Management Assessment provides in-depth, actionable data about account management practices across the utility industry. ...

The 2010 E Source Gap and Priority Benchmark surveyed large North American businesses to see how utilities and utility account representatives can better serve these important customers. We discuss how to meet large businesses’ high expectations, and compare and contrast 2010 with 2009 results.

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