 | Everyone is telling the same story. |
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| J.D. Power’s annual ranking of customer satisfaction across electric utilities tells it best. |
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| “The utility industry has begun to fully understand the importance of customer satisfaction over the past several years, and now many have dedicated leaders and teams focused on improving the customer experience. A challenge we continue to see, however, is that the pace of implementing satisfaction improvements at utilities can be slower than in other industries.”1 |
– John Hazen, senior director of the energy practice at J.D. Power |
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| Sue Kelly, President of the American Public Power Association had a similar take, noted as number two in the top seven electric utility trends to watch in 2018. |
“We can no longer stay in our comfort zone on our side of the meter — providing basic electric service and sending bills. We must diversify the menu, develop new rate designs to handle increased demands on our distribution grids, adapt to changing customer preferences, and prove we can be our customers’ trusted energy advisors."2 |
– Sue Kelly, President of the American Public Power Association, |
Utility Trend Report 2018 |
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| Improving customer satisfaction is more than a feel-good endeavor. Studies show that higher customer satisfaction ratings can mean higher ROE, and more deeply engaged customers are more loyal. |
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