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.”