The wants and needs of business customers are always shifting, and when it comes to delivering and managing energy, priorities can evolve rapidly. That’s why every spring, the E Source account management and market research teams gear up to conduct the Business Customer Satisfaction: Gap and Priority Benchmark studies—a way for utilities to listen to the voice of the customer and get a deeper understanding of their small, midsize, and large business customers.
In 2018, the studies uncovered evidence of a change in business customer priorities across a variety of attributes, and found that priorities can vary greatly for businesses of different sizes and in different industries. As a whole, we found that small and midsized business (SMB) customers have noticeably wider gaps than large business customers for the majority of utility attributes (figure 1).
In addition to utility-level feedback, the study asks business customers to rate the performance of their account representatives on how effective they are at communicating and understanding their needs. We also asked about their interest in participating in or purchasing a variety of utility programs, products, and services.
An immense amount of data is collected and analyzed each year to paint a picture of the current state of utility business customer satisfaction, and we’ve compiled six high-level insights to help you chart a path to success. Use these as a starting point for optimizing your account management and key account departments and consider participating in the 2019 edition of the studies to find out exactly what you should be doing to increase satisfaction in your territory.
Six insights from the 2018 Gap and Priority Benchmarks
Learn more and participate
This year, we’re taking our analysis a step further by breaking down the results by industry to give you a better understanding of what makes each sector unique and where customers may be feeling underserved. Members of the E Source Account Management Service can learn more by watching the Sector-Specific Customer Satisfaction Scores: From the 2018 E Source Gap and Priority Benchmarks web conference recording from March 28, 2019.
If you’d like to get in-depth, personalized results and individual responses from customers in your territory, we invite you to participate in the 2019 edition of the studies. Participation in the study is included for members of the E Source Account Management Service, but any utility can participate. Contact us to learn more.