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1 - 10 of 12 results
Beyond listening: Turning customer feedback into action
Utilities have an overwhelming amount of customer feedback available to them at all times through surveys, call transcripts, social media posts, focus groups, and more. But how are they to organize this mass of data and use it to create concrete improvements for customers?
Achieving customer satisfaction goals with a deliberate approach to customer experience investments
Consulting case study
This case study explains how E Source helped a multicommodity utility achieve its customer satisfaction goals with a deliberate approach to customer experience investments.
Applying VOC strategies to transform every customer journey
As customer expectations and demands continue to change, utilities need to design and implement customer journeys that reflect their needs, wants, and preferences. Wondering where to begin on the customer-journey transformation? Ethnographic research may be your answer.
Billing and payments with Ameren
Consulting case study
Learn how E Source Management Consulting helped Ameren develop a digital billing and payment strategy to help improve the overall customer experience and streamline operations.
Using market research to inform your EV efforts
Highlights from the 2020 Electric Vehicle Residential Customer Survey
What does your utility need to do to get ready for electric vehicles? This snapshot of data from the E Source 2020 Electric Vehicle Residential Customer Survey can help you select technologies, design programs, and create a seamless customer experience.
Optimizing the new-construction experience for utilities and their partners
To accommodate any COVID-19-related safety requirements or customer concerns, you need to reassess your new-construction processes. Take this time to become a better partner for builders, contractors, and end-use customers, and to provide an improved experience during the new-construction process.
Achievements in Utility Customer and Employee Experience: 2019 winners
E Source Forum 2019 speaker interview
After the Achievements in Utility Customer and Employee Experience session, ComEd's Arielle Resol talked about how the utility uses virtual reality modules for employee training and how the program helped increase employee satisfaction.
The low- and moderate-income customer energy assistance journey
Key findings and recommendations from the E Source multi-client study
Join us to learn about this landmark, energy assistance LMI customer journey mapping multiclient study, its key findings, and recommendations.
The demand-side management customer journey for income-qualified customers: An E Source multiclient study
Join us to learn about a new multi-client study that uses customer journey mapping to better understand and improve the income-qualified customer experience of demand-side management (DSM) programs.
The demand-side management customer journey for income-qualified customers: An E Source multi-client study
Join us to learn about a new multi-client study that uses customer journey mapping to better understand and improve the income-qualified customer experience of demand-side management (DSM) programs.