Choice. It’s a key ingredient in customer satisfaction. In the past, there was little choice for consumers in the utilities marketplace. As deregulation continues, however, consumers will see their choices expand and utility companies need to target where their investments can produce the greatest returns.
Frequent and prolonged outages, for example, can take a sharp toll on customer satisfaction for energy providers. Investments in line replacement and substations can bolster reliability and speed up power restoration during outages. These investments, however, come at a cost.
CFI Group can help utilities determine if these investments will produce the greatest impact on customer satisfaction, or if another area of investment will yield better results. For customers, knowing when service will be restored may be just as important as the actual restoration itself, and improving outage communication could cost the company less.
Understanding what drives satisfaction for your business can help guide your investments. CFI Group works with some of the largest utility companies in Europe and the United States, helping them better understand their performance through the critical lens of their customers and identify what investments should be made to improve satisfaction.
And because CFI Group leverages the methodology of the American Customer Satisfaction Index (ACSI), we can benchmark your customers’ satisfaction against other leading providers in your industry.
Give us a call, or contact us, to learn more about how we can help you leverage your most important asset ... your customer.