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IVR - E Source Reviews North American Electric and Gas Company IVRs
July 20, 2011

E Source Reviews North American Electric and Gas Company IVRs

By Raju Shanbhag, TMCnet Contributor

E Source (News - Alert) has released the "E Source Review of North American Electric and Gas Company IVRs: 2011,” where the company stated that the interactive voice response systems (IVRs) introduced by electric and gas companies in recent years have resulted in improved customer satisfaction.

Conducted biannually since 2004, E Source's comprehensive benchmark study measures the performance of North American electric and gas company IVRs in meeting the needs of residential consumers. With a focus on how well they functioned for the key tasks that consumers expect to find on electric and gas company IVRs, 96 U.S. and Canadian IVRs were reviewed from the residential consumer's perspective this year. The reviewers judged how usable they were or how user-friendly it was to accomplish the tasks, the company stated in a press release.

“The top-rated utilities have done a great job designing their IVRs with their customers in mind," says Rich Goodwin, manager of the E Source Utility Customer Care Service in a company press release. “It's obvious that they are focused on making it easy for callers to complete their transactions.”

The top-rated Canadian utility IVR belongs to Union Gas Limited. The top-rated electric and gas company IVRs belong to Duke Energy (News - Alert), Portland General Electric, Florida Power & Light Co., NorthWestern Energy, Arizona Public Service, and Cleco, the company has stated. Reviews were also conducted using mobile phones for the first time. Tasks such as making a payment and reporting an outage or emergency, were reviewed solely from mobile phones.

The company recently launched a new Web-based resource for finding energy-efficiency rebate and incentive information for any location in the U.S. and Canada. The E Source Rebate and Incentive Finder is designed for energy managers and facility managers who are looking for money-saving opportunities to participate in energy-efficiency and demand-response programs. The database allows users to search by keyword, program sponsor, geographic region, customer segment, incentive type, or technology. Users can also save frequent searches for convenience.

Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.

Edited by Tammy Wolf

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