Process sustainability = quality customer service

SOURCE: E Source

Top Ways to Improve Customer Service Satisfaction

E Source recently completed a comprehensive review of the utility-customer relationship for 15 utilities and determined the best ways for utilities to improve customer satisfaction. The summary report for this project offers more than 20 specific recommendations.

We also show that, for utilities, 34 percent of overall customer satisfaction is determined by the quality of customer service operations.

There's a perception that customer satisfaction is something that requires specific outlays and investments, but numerous utilities have cut costs, streamlined processes, and energized employees, while increasing customer satisfaction.

Customer service plays a pivotal role in influencing overall electric and gas utility customer satisfaction.

Among the top ways utilities can improve the customer’s overall experience:

Communication with customers during crisis events and power outages

Access to a number of convenient billing and payment options