Unlike many other industries, utilities have a unique advantage in that they are invited into people’s homes every day. The companies that understand this opportunity are not just there to deliver electrons; they are there to connect with customers.
Utilities are even measured on the strength of these connections—and the connections are directly tied to profitability. For instance, the J.D. Power score looks at a utility’s customer engagement: Is information easy to access, is the website intuitive, can customers quickly get answers? J.D. Power also looks at fair rates, easy-to-use payment options and excellent customer service.A low score will impact the regulator’s view of rate cases.
So how can utilities keep their own lights on? By providing a customer experience that can satisfy the needs and surpassing the expectations of businesses and residents.