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Topic: Customer satisfaction & loyalty 
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The Total Energy Makeover
52 Steps Utility Communicators Can Take to Increase the Perceived Value of Utility Service
February 18, 2008
Utility customers hold definite perceptions about the value of utility service received for the energy dollar paid. These perceptions color the way customers view their utility and significantly influence their relative level of satisfaction. Like all perceptions, the customer's perception of the value ...
Content type: Service Report | Document ID: UCS-1 | Author: John Egan
2007 Review of North American Electric and Gas Company Web Sites
September 28, 2007
For the third time, E Source has benchmarked the web sites of U.S. and Canadian electric and gas companies. Since our 2005 and 2002 reviews, Internet sites have rapidly evolved to include more features, and customers have become more willing to go online. To gauge how successful utility companies ...
Content type: Benchmark Study, Market Study, Service Report | Document ID: EBiz-7 | Author: Ethan Brown and Florence Connally
Top Ways to Improve Customer Service Satisfaction
June 1, 2006
How does customer service quality influence customer satisfaction? For many electric and gas companies, this is literally a million-dollar question. This report outlines ways that utilities have improved their customer satisfaction scores through improvements in customer service. To find out how, we ...
Content type: Best Practice, Research, Service Report | Document ID: UCC-20 | Author: Maggie Boys, Florence Connally
Cultivating Satisfaction Among Small and Midsize Businesses
September 1, 2005
Within the last year, the need to increase satisfaction scores in the small and midsize business (SMB) sector has become an increasingly important driver in how energy companies approach this market. Although some existing market research quantifies how satisfied SMB customers are with their utilities, ...
Content type: Research, Service Report | Document ID: SMB-26 | Author: Leland Keller
SMB Call Centers
December 1, 2003
A growing trend among electric and gas utilities is to establish call centers that are specifically intended to serve small and midsize businesses (SMBs). These SMB call centers provide a cost-effective way to boost satisfaction with SMB customers. The report discusses successful elements of SMB call ...
Content type: Research, Service Report | Document ID: SB-20 | Author: Tertia Speiser
Affinity Marketing to Small Businesses: How to Improve Relationships with High-Value Segments
April 1, 2002
This report focuses on organization-based affinity marketing, which involves targeting small businesses based on their organizational affiliation, such as trade association membership. Special emphasis is placed on the fast-growing Hispanic small business market, as the lessons learned from this segment ...
Content type: Research, Service Report | Document ID: SB-13 | Author: Clay Fong
Customer Satisfaction and Loyalty Measurement: Strengthening the Bottom Line Through Customer Service
December 1, 2001
Utilities are beginning to adopt the common competitive strategy of developing loyal customers by delivering superior customer service. In today’s business environment, the strength of customer relationships is a growing part of how company value is calculated. In this report, E source examines the ...
Content type: Best Practice, Research, Service Report | Document ID: UCC-10 | Author: Maggie Boys, Kristen Bertolone
Reaching and Serving Small Business Customers: Lessons from Other Industries
October 1, 1999
The computer, telecommunications, and financial services industries provide relevant case studies for ESPs because they have dealt successfully with challenges that the energy industry now faces. The most successful companies in these industries combine technology with individual attention, enabling ...
Content type: Research, Service Report | Document ID: SB-2 | Author: Jeffrey Barron, Patricia Thompson
