Residential

Utility Trusted Brand & Customer Engagement

Enhancing utility-customer relationships through brand trust, product engagement
and service excellence

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Value

The report will enable subscribers to:

BENCHMARK PERFORMANCE
Track performance against 140 gas, electric and combination utilities to identify opportunities and trends

INCREASE FRANCHISE VALUE
Capitalize on opportunities to strengthen internal operations and external brand value

IMPROVE CUSTOMER ENGAGEMENT
Track, manage and increase brand trust, product engagement and service excellence to improve your bottom line

 

Methodology

  • 50,000+ residential electric and natural gas customers
  • 140 electric, natural gas and combination utilities
  • Web-based survey
  • Sample design: US census data and strict quotas used to ensure a trustworthy and representative sample of each evaluated utility’s customers based on age, income and race

 

Subscription Details

  • Responses collected every quarter for the full year and providing seasonal perspectives; subscribers receive robust annual sample sizes to enable drill-down analysis
  • Data refresh: March, June, September and December
  • Report publication: June and December^

Deliverables:

  • Detailed report with analysis of data
  • Online portal tool with every score and question
  • Simulator to model and forecast impact of changes in management areas
  • On-site strategy session providing actionable results and facilitating strategic planning
  • Participation in industry best practice webinars

^ An official press release will be distributed with the ability to promote performance

 

Areas of Inquiry

Trusted Brand Measurement Factors

  • Local outreach efforts and reputation
  • Customer advocacy
  • Environmental focus
  • Communication effectiveness
  • Brand traits and positioning

Product Experience Measurement Factors

  • Awareness and use of voluntary programs
  • Influence on use of enhanced offerings
  • Demand for billing, retail, service and consumption management offerings
  • Impact of voluntary products on energy costs, the environment and other utility consumer needs

Service Satisfaction Measurement Factors

  • Safety and reliability
  • Billing and payment processes
  • Customer and field service performance

Customer Impressions of Utility

  • Comparisons with other local service providers
  • Brand equity/value measurements
  • Customer advocacy scoring
  • Service and outage diagnostics
  • Net Promoter Scores®
  • Customer segmentation and appeal
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Percentage of AUM in DC plans
• Percentage of compensation from DC plans
• Number and size of plans managed
Services provided to DC plan sponsors and participants
• Impact of fee disclosure regulations
• Number of plan providers typically recommended
• Number and type of investment options typically recommended
• QDIA option used most often
• Target date fund recommendation
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Utility Trusted Brand & Customer Engagement: Residential