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21 - 30 of 30 results
Huntsville Utilities Knows How to Win Back Customers
When Huntsville Utilities’ customers began driving to its office because it was quicker than calling customer service, the utility knew it needed to make some changes. Customer service manager Kim Torres explains the tactics Huntsville Utilities used to rebuild its relationship with customers.
Heat-related disconnection moratoriums: Critical review and policy recommendations
In the summer of 2023, the City of Phoenix experienced 54 days of extreme heat – over 110 degrees. SRP began the process of reviewing its moratorium policy and practices to determine if a policy change was necessary. This process involved stakeholder interivews, customer surveys, and more.
Life hacks: How younger generations manage their daily lives in a tech-driven world
Take a peek into the daily life of millennials and Gen Z. Technology, apps, the internet—these are ingrained in the habits of the next generation of utility customers and employees. We’ve invited several of these next-gen customers to tell us how they use technology and what it means for utilities.
Using analytics to enhance the customer experience and predict satisfaction
Join us to learn how to develop a high-impact customer experience roadmap using an analytics-based approach to forecast how your efforts will affect your customer metrics. We’ll explain how E Source helped a utility client navigate an IT transformation without losing sight of customer satisfaction.
UCRC annual state of the customer survey findings
Every year, the E Source Utility Customer Research Consortium conducts a national survey of more than 1,000 customers on requirements and preferences. We call this our “money ball” survey and use it to test our most basic assumptions of what drives utility customer value and satisfaction.
How E Source research and advisory services enable water utilities to optimize customer service and communications
Wondering how to achieve better customer engagement? Join us to learn how E Source’s research and advisory offerings can help water utilities improve credit and collections, customer service, and communications.
Achievements in Customer and Employee Experience: 2024 honorees
Achievements in Customer and Employee Experience: 2024 honorees
This blog honors this year’s winners of the Website Benchmark Award of Excellence and the Achievements in Customer and Employee Experience—utilities that create excellent experiences for their customers and provide a supportive and engaging workplace for their employees.
A comprehensive guide to the Forum 2024 agenda
E Source Forum planning is underway, and we have some exciting changes to the agenda this year! In this blog, we describe the new topical tracks and highlight a session from each. Check out the agenda and start planning your personal Forum experience today.
Equity and the utility customer: Highlights from 2023 customer survey findings
Equity is at the nexus of the relationship between customers living in frontline communities and their local utility. And the results from two of our annual surveys emphasized that point. Here are a few highlights from a recent webinar where we shard those survey results.