The utility industry had, and continues to develop, a massive response to COVID-19. But with no road map for managing the customer experience (CX) during a pandemic, utilities have engaged in efforts they believe will provide the most solace for their customers and employees while also balancing economic impacts.
Do customers think these responses are effective? Do residential and business customers view utility COVID-19 programs differently? How have economic
factors played into the customer-utility experience? Which management efforts and programs were most effective? Which touchpoints achieved customer
recognition and support?
In this special report, Escalent will address each one of these questions and explore the impact of the pandemic response on utility brand perceptions and the overall customer experience. We will highlight individual utility performance and summarize best practices to give utilities an effective road map for preparing for, reacting to and addressing any potential crises in the future.
The report will enable subscribers to:
Uncover Unmet Needs
Understand what customer needs weren’t met during the pandemic to plan
for the future
Benchmark Pandemic Response
Benchmark your utility’s COVID-19 response to that of your peers throughout the country
Measure the impact of COVID-19 utility programs on your brand and customer experience
Key Learnings & Market Assessment