Creating a Regulatory and Business Model Strategy To Improve Customer Satisfaction
Date : June 26, 2013 Time : 12:00 PM CST
Annual customer satisfaction rankings for electric utilities are making industry news. These rankings reiterate the relationship between customer satisfaction and key financial metrics in the electric utility industry, such as profitability and credit ratings.
Industry:

However, many utilities remain uncertain about the steps they should take to improve their customer engagement efforts, and regulators are questioning how to incentivize or mandate customer engagement programs through performance-based metrics.

Key topics that will be covered in this webinar include:

  • The factors that are currently influencing customer satisfaction levels at electric utilities
  • The significance of annual customer satisfaction rankings — what impact do they have in the real world
  • Why some utilities are consistently ranking high in customer service and others are lagging behind
  • Building customer satisfaction metrics into a broader business model and / or regulatory strategy 
  • The drive for alternative customer engagement metrics in regulatory proceedings 
  • How customer satisfaction drives return on equity for regulated electric utilities 
  • Attributes of successful utility customer engagement programs

 
Slides from the presentation can be found here.

The white paper that provides an in-depth look at this topic, can be accessed here.

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