Overview

E Source has a mission is to help utilities make and implement better data-driven decisions that positively impact their customers, their bottom line, and the planet.

The Challenge

Utilities are increasingly struggling to gather valuable customer feedback due to declining survey response rates.  The central problem is finding effective, non-survey methods to capture the voice of the customer (VOC) and understand their needs, ultimately improving the customer experience.  Traditional surveys are losing their effectiveness, making it crucial to explore alternative approaches for gathering actionable customer insights.

The Approach

Facing declining survey response rates, this report explores alternative Voice of the Customer (VOC) methods for utilities.  It examines leveraging employee insights through CX councils, using speech analytics to analyze call data, monitoring online platforms (social media and reviews), and developing dedicated customer feedback programs like panels and video testimonials.  By leveraging these diverse data sources, the report aims to identify emerging trends and best practices, providing actionable recommendations for utilities seeking to enhance their customer experience strategies.  

The Solution

The solution to declining survey response rates lies in providing utilities with a diverse set of non-survey methods for gathering Voice of the Customer (VOC) data and improving CX.  Key recommendations include leveraging employee insights through CX councils and utilizing speech analytics to analyze call data for hidden trends and pain points. To read the rest of the diverse feedback mechanisms check out the full report here.