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Stormy Weather’s Silver Lining: Opportunities to Accelerate Energy Efficiency After Disasters
January 30, 2013
Natural disasters have the potential to wreak massive financial damages to properties and unquantifiable emotional and personal losses, but program administrators at ground zero are uniquely poised to help victims rebuild or renovate their damaged homes and businesses to be more secure, affordable, and ...
Content type: Focus Report | Document ID: EDRP-F-46 | Author: Melanie Wemple, Rachel Reiss Buckley, Dulcey Simpkins
Incorporating Stakeholder Input into DSM Activities
January 22, 2013
This report presents some best practices for gathering public input for utility demand-side management programs, based primarily on case studies from Avista Utilities and Xcel Energy Colorado.
Content type: Research Brief | Document ID: EDRP-RB-45 | Author: Rachel Reiss Buckley
Large Business Gap and Priority Benchmark 2012—Findings Slide Deck
December 20, 2012
This slide deck accompanies the 2012 Large Business Gap and Priority Benchmark study.
Content type: Benchmark Study | Document ID: BAM-BMK-GPB-Lg-2012-SL | Author: Rachel Cooper
Large Business Gap and Priority Benchmark 2012
A Survey of Large Business Customers
December 20, 2012
The Large Business Gap and Priority Benchmark study surveyed 1,600 large business utility customers from 17 utilities to assess how well utilities and account reps are satisfying their large business customers.
Content type: Benchmark Study | Document ID: BAM-BMK-GPB-Lg-2012 | Author: Rachel Cooper
Midsize Business Gap and Priority Benchmark 2012
A Survey of Midsize Business Customers
December 18, 2012
The Midsize Business Gap and Priority Benchmark study surveyed 1,042 midsize business utility customers from 10 utilities to assess how well utilities and business customer reps are satisfying their midsize business customers.
Content type: Benchmark Study | Document ID: BMS-BMK-GPB-Mid-2012 | Author: Sarah Fiebiger
Midsize Business Gap and Priority Benchmark 2012—Findings Slide Deck
December 14, 2012
This slide deck accompanies the 2012 Midsize Business Gap and Priority Benchmark study.
Content type: Benchmark Study | Document ID: BMS-BMK-GPB-Mid-2012-SL | Author: Sarah Fiebiger
Talking Tough Topics with Small Biz: Rate Communications Channels and Strategies
September 26, 2012
What are the primary challenges to reaching out to small and midsize business (SMB) customers regarding a rate change? What are the most effective channels and outreach strategies for communicating a rate-structure change or rate increase to SMB customers?
Content type: Ask E Source | Document ID: BCO-AskES-9 | Author: Kim Burke, Rachel Cooper, Dulcey Simpkins
ComEd's Customer Experience Project
Notes from the 2012 E Source Utility Customer Experience Conference
August 16, 2012
These notes summarize a presentation given by ComEd’s director of marketing, Jennifer Montague, at the 2012 E Source Utility Customer Experience Conference.
Content type: Research Brief | Document ID: ECM-RB-4 | Author: Matthew Burks
Customer Satisfaction Improvements
Notes from the 2012 E Source Utility Customer Experience Conference
August 2, 2012
These notes summarize a presentation given by DTE Energy’s Carolyn Mackool at the 2012 E Source Utility Customer Experience Conference.
Content type: Research Brief | Document ID: ECM-RB-2 | Author: Matthew Burks
Tammy McLeod Drinks Her Own Kool-Aid: A Conversation with APS' Award-Winning CCO
July 31, 2012
E Source spoke with Tammy McLeod, APS’ nationally recognized chief customer officer. Tammy’s sophisticated and nuanced perspective is built on decades of experience and provides invaluable strategic and tactical insights for any utility interested in building a customer-focused organization.
Content type: Interview | Document ID: ECM-INT-7-12-McLeod | Author: Maureen Russolo, Florence Connally
Outage Communications for Business Customers
Doing It Right Can Drive Satisfaction Higher
May 2, 2012
Engaging in proactive outage communications is one of the key ways to keep business customers satisfied. This report looks at the primary methods that utilities are using to communicate successfully with large, key account customers and small-to-midsize business customers.
Content type: Research Brief | Document ID: BMS-RB-3 | Author: Kim Burke
Gap and Priority Benchmark 2011
A Survey of Utility Large Business Customers
December 16, 2011
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.
Content type: Benchmark Study | Document ID: BAM-BMK-GPB-11 | Author: Kim Burke, Alan Seltzer
Account Management Assessment 2011
Account Management Best Practices
December 14, 2011
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. ...
Content type: Benchmark Study | Document ID: BAM-BMK-AMA-11 | Author: Alexandra Behringer, Sarah Fiebiger
PowerWalking 2011: Man on the Street Energy Interviews
September 20, 2011
The latest installment in our series of PowerWalking videos.
Content type: Powerwalking | Document ID: PW-2011 | Author: Bill LeBlanc
Contact Centers for Your Business Customers: Key Success Factors and Lessons Learned
September 6, 2011
Utilities can effectively serve their small and midsize business accounts through a dedicated business contact center.
Content type: Research Brief | Document ID: BMS-RB-6 | Author: Justin Rickard
The Gap and Priority Benchmark Study Winners' Circle: What Makes Them So Successful?
March 18, 2011
In the 2010 E Source Gap and Priority Benchmark survey, were there any common themes among the top-performing utilities that have contributed to their success?
Content type: Ask E Source | Document ID: BAM-AskES-1 | Author: Bryan Jungers
Military Bases
February 1, 2011
To support the U.S. Department of Defense’s energy initiatives, military bases must become model examples of energy use metering and monitoring, education and awareness, and incentivizing for efficiency and conservation measures.
Content type: Sector Snapshot | Document ID: BAM-S-5 | Author: Craig Potter, Gwen Farnsworth, Bryan Jungers
Perspectives of Corporate Versus Local Energy Managers
Comparisons from the 2010 Gap and Priority Benchmark Survey
January 21, 2011
We contrast the perspectives of local versus corporate energy managers regarding their satisfaction with their utilities and utility account representatives.
Content type: Research Brief | Document ID: BMS-RB-10 | Author: Chad Garrett
Meeting the Online Needs of Small and Midsize Business Customers
December 13, 2010
Business customers who regularly visit their utility’s web site report higher utility satisfaction than those who never have. Organizing online content by industry segment makes it easy for businesses to find the information they need quickly.
Content type: Research Brief | Document ID: EBiz-RB-9 | Author: Kim Burke
Measuring Satisfaction of Energy-Efficiency Program Participants
September 23, 2010
What methods do utilities use to measure the satisfaction of customers who have taken part in energy-efficiency programs? How often are surveys sent out, and what types of questions are asked?
Content type: Ask E Source | Document ID: EDRP-AskES-32 | Author: Alexandra Behringer
2010 E Source Gap and Priority Benchmark: A Survey of Utility Large Business Customers
Industry Results
August 31, 2010
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.
...
Content type: Benchmark Study | Document ID: BAM-BMK-GPB-10 | Author: Ethan Brown
Customer Adoption of Utility Bill Payment Channels and Tender Types
May 13, 2010
What channels are utility customers using to pay their bills? And what types of payment are utilities receiving—check, credit cards, cash?
Content type: Ask E Source | Document ID: EBiz-AskES-39 | Author: Alexandra Behringer
Paradox and Opportunity: Rural and Urban Customer Satisfaction and Attitudes
May 13, 2010
Are there any differences in customer satisfaction ratings and customer attitudes between rural and urban customers, or between residential and commercial customers?
Content type: Ask E Source | Document ID: UCC-AskES-40 | Author: Sarah Weldon and Ethan Brown
PowerWalking 2009: Man on the Street Energy Interviews
September 22, 2009
What do people really know about energy and electricity? Not much. We hit the streets asking questions such as: What do you do to save energy? What is a kilowatt? How much does a pound of carbon dioxide weigh? The answers are interesting and funny.
Content type: Powerwalking | Document ID: PW-2009 | Author: Bill LeBlanc
Improving the Satisfaction of Your SMB Electric and Gas Customers
Results from an E Source Roundtable Discussion
June 1, 2009
What makes your small and midsize business (SMB) customers tick? What ticks them off? We summarize best practices, no-cost and low-cost customer satisfaction (CSAT) improvement steps, and insights gleaned from the 2009 J.D. Power and Associates CSAT studies for SMB electric and gas utility customers. ...
Content type: Focus Report | Document ID: SMB-F-23 | Author: John Egan
Using Key Account Executives to Reduce Bad Debt
May 13, 2009
With the goal of reducing bad debt, do utilities’ key account executives work with collections departments to collect outstanding delinquent balances from commercial accounts? If so, are they able to do so while meeting the utility’s goals of customer satisfaction and retention?
Content type: Ask E Source | Document ID: SMB-AskES-6a | Author: Alexandra Behringer and Sarah Weldon
National Accounts Management
March 30, 2009
We are in the process of developing a strategy for serving our national account customers. What account-management structure should we use to serve these valued customers? What are some recommended approaches for serving national accounts?
Content type: Ask E Source | Document ID: MAS-AskES-1 | Author: Gwen Farnsworth
Taking Message Testing Off the Hook
Saving Time and Money with Online Surveys
January 1, 2009
In 2007 and 2008, PPL Electric Utilities used online panel surveys to conduct research around a wide range of topics from high-level branding to specific advertising messages. This report dives into the methodology governing online surveys by taking a close look at PPL’s initiative.
Content type: Research Brief | Document ID: UCS-RB-3 | Author: Stephanie Cary
Participation Rates for Three Residential Programs
December 1, 2008
What are utility participation rates for time-of-use pricing, levelized billing, and renewable power and how do these residential programs affect customer satisfaction?
Content type: Ask E Source | Document ID: RES-AskES-5 | Author: Stephanie Cary
SMB Communications Performance
December 1, 2008
Which utilities do the best job of communicating with their small and midsize business (SMB) customers and what are their common best practices?
Content type: Ask E Source | Document ID: SMB-AskES-7a | Author: John Egan
