Rate increases related to higher fuel and production costs, logistics disruptions and infrastructure upgrades are an ongoing concern for most utilities. Set against the backdrop of consumer inflationary pressures and recession fears, rate hikes are placing utilities in a precarious situation. As rates continue to rise, how will utilities maintain or even improve customer satisfaction and trust?
This report features customized insights and data from your utility’s residential customers. It explores how various communication channels and other brand activities can help shape brand perceptions as external financial forces compound to impact utility customers. Uncover how deteriorating economic metrics are shifting customer focus toward “saving money” as a priority indicator and why customers are likely to adopt utility programs that promise savings. Determine why preemptive strategies to increase communication intensity can positively impact customer awareness and opinion in the face of continued rate increases.
The report will enable subscribers to:
Understand Impact
Explore how a protracted scenario of low consumer sentiment and other deteriorating economic metrics could shift customer focus toward “saving money” as a priority indicator for customers.
Improve Your Communication
Explore the preemptive strategies other utilities are using to increase communication intensity, positively impact customer awareness and opinion, and minimize negative effects on brand trust.
Drive Program Performance
Identify why customers are likely to adopt utility programs and rate options that promise savings and how the perceived benefits and performance of those programs affect product experience ratings.
Economic Factors
Customer Focus Factors
Service Satisfaction Factors
Rate Options & Experience
Publication Date: Report will be delivered with customized utility-specific data and insights two weeks after order
Deliverables:
