CASE STUDY
CONTINUOUSLY IMPROVING BY STAYING CONNECTED
CASE STUDY
CONTINUOUSLY IMPROVING BY STAYING CONNECTED
Public utilities serve the needs of multiple audiences, above and beyond their residential and commercial customers. Like any company, they recognize the importance of identifying opportunities to improve their services, monitor the effectiveness of communications, and stay informed on industry innovations.
We partnered with a regional power company to monitor perceptions among leadership at their member utilities.
THE CHALLENGE
Gain in-depth understanding of members’ satisfaction levels over time in order to:
Uncover drivers of satisfaction
Prioritize where to focus efforts
Identify ways to better manage wholesale costs
Refine and develop useful resources
Identify other opportunities for improvement
THE RESEARCH
Customized annual tracking study among utility directors and managers across the organization. Key research topics include:
Satisfaction with specific utility services, resources, and communication tools
Net Promoter Score
Brand perceptions
Interactions with employees
THE RESULTS
Identified ways to enhance offerings and improve member experiences such as:
Develop customized support initiatives around key topics
Encourage greater responsiveness to member requests and inquiries
Maintain focus on cost controlling efforts
Improve website usability
“The DRG has a knowledgeable team of experts that provide sound advice, and the guidance and assistance necessary to carry out some very important research.”