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News : Utility Business Customer Engagement Declines for the First Time

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Cambridge, MA, USA, Dec, 2017 -- Energy utilities lost ground with their business customers this year, with the industry scoring 760 (on a 1,000-point scale), according to Utility Trusted Brand & Customer Engagement™: Business, a Cogent Reports™ study from Market Strategies International. This is a significant 20-point decrease from 2016.

The study measures Engaged Customer Relationships (ECR) on a weighted balanced scorecard approach by surveying business customers of 60 utilities on Brand Trust, Product Experience and Service Satisfaction. All factors have declined significantly, even though businesses say they have had fewer outages or safety events and improved service experiences.

This year, 18 Business Customer Champion utilities stand out among their industry peers by posting the highest ECR scores among all customer sizes, from small to key accounts. They also post the highest scores on customer satisfaction and brand attachment.

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While Business Customer Champions demonstrate strong engagement across all business customer types, many utilities have focused on developing strong managed account programs. Having an account manager provides a 16-point premium on our ECR score over the industry average. Of the managed accounts, 87% use some offering, product or service beyond the core utility service, including alternative rate plans and energy consumption programs. Additionally, even when interacting with self-service channels, managed accounts have higher scores, with users of utility websites, mobile apps and/or web and social media scoring above 800 on ECR.

Top 10 Managed Account Utility Programs*
Duke Energy Progress
Georgia Power
Jersey Central Power & Light
Los Angeles Department of Water & Power
Louisville Gas & Electric
MidAmerican Energy
SCE&G
SDG&E
Southern California Edison
West Penn Power

* Based upon highest ECR scores for businesses citing they have an account manager as primary point of contact

"Our list of Business Customer Champions are utilities that have developed strong relationships among all businesses they serve, from SMBs to managed accounts," said Chris Oberle, senior vice president at Market Strategies International. "It is important for utilities to form strong relationships with their business customers beyond service experiences to protect their franchises. Over half of business customers say they would consider obtaining their power from some other provider, such as a retailer, high-tech company (such as Apple, Google or Tesla) or onsite generation."

The utilities earning the 2017 Business Customer Champion designation represent best practices in how they have grown strong customer relationships, built trusted brands and developed operational satisfaction among their business customers.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Market Strategies International:
Company LogoMarket Strategies International is a leading provider of research and consulting services to utility management, trusted by the world’s most successful organizations to help them thrive. We blend primary research with data from our syndicated, benchmarking and self-funded studies to provide clients with exceptional research insight that helps solve their challenges. Founded in 1989, Market Strategies is one of the largest market research firms in the world.
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More Editorial From Market Strategies International

Published: Friday, December 22, 2017

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2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
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Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
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VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

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SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 

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