Electric customers want to get through to their utility in one call and have their problems resolved quickly and competently—without having to initiate multiple interactions to address an issue.
Seventy-six percent of energy and utility customers say that speed—the ability to get information quickly and accurately—is a very important factor in how they perceive service quality, according to the report, “Market Trends: Customer Experiences in Energy & Utilities Organizations, 2013" released this week by global software provider, Cincom Systems (News - Alert), based in Cincinnati.
"With so many industry advances underway and consumers becoming more actively engaged in managing their energy consumption, it's a real challenge to keep up with the changing customer service demands," said Randy Saunders, Cincom's CEM program director. "Fortunately most retailers are making this a top priority and nearly half are planning major upgrades of their systems within the next 12 months."
Based on the findings of the researchers, utility customers say... Read More