CSAT Articles

Roundtable Examines Member Engagement Best Practices

Co-ops should embrace video in a variety of ways – a short animated video can effectively relay a message or act as an explainer for services or frequently asked questions. Video can introduce board members to the broader membership or frequently seen front office faces. Taking it even further, augmented reality can demonstrate how assets, such as wind turbines, work.

Improve Satisfaction by Offering Recommendations from a Trusted Advisor

The energy industry is transforming from the bottom up, and consumers expect personalized recommendations that echoes their experiences with companies such as Netflix and Amazon.

Free Roundtable: Planning for a Changing Environment

The one thing we can depend on in the energy industry right now is change – from the proliferation of DERs to concerns about cybersecurity, the industry hasn’t seen such turmoil since its beginnings. In this changing environment, utilities, regulators and even...

Reduce Call Center Inbound and Outbound Call Agent Turnover

Call center turnover rates can be two or three times that of other industries, meaning a third to nearly half of your inbound and outbound call agents are in training. This can have an impact not only on your bottom line, but also customer satisfaction. At HomeServe,...

Improve Satisfaction by Offering Recommendations from a Trusted Advisor

Improve Satisfaction by Offering Recommendations from a Trusted Advisor

by Andrew DeCastro | CSAT, Customer Service, Engagement, Knowledge Center, Millennials, Renewables, Utility of the Future, White Papers

Energy providers must look beyond simply supplying a commodity in an industry that is undergoing rapid and...

Free Roundtable: Planning for a Changing Environment

Free Roundtable: Planning for a Changing Environment

by Andrew DeCastro | CSAT, Education, Electrical Grids, Utility of the Future

The one thing we can depend on in the energy industry right now is change – from the proliferation of DERs to concerns...

CSAT: Becoming a Trusted Energy Advisor

CSAT: Becoming a Trusted Energy Advisor

by Brianna Govoni | Co-Op, CSAT, Customer Service, Engagement, IOU

How do energy consumers view the utilities that serve them? They’ve had an opportunity to appreciate the essential...

Economic Shock Can Catch Consumers Unaware

Economic Shock Can Catch Consumers Unaware

by Brianna Govoni | CSAT, Customer Service, Engagement, Financial Shock, State of the Home Survey

Energy consumers want engagement and for utilities to provide solutions. As the industry goes through a rebranding...

Your ACSI Score: Four Ways to Boost It

Your ACSI Score: Four Ways to Boost It

by Andrew DeCastro | ACSI Score, CSAT, Customer Service, Digital Customer Experience, Education, Engagement, Technology

Investor-owned energy utilities have slid nearly three percentage points in the American Customer Satisfaction Index...

Consumer Engagement Strategy Required for Selectively Engaged

Consumer Engagement Strategy Required for Selectively Engaged

by Kimberly Dailey | ACSI Score, Aging in Place, CSAT, Customer Service, Digital Customer Experience, Education, Engagement, ICMA, Intergenerational Communities, Millennials, Mixed-age Communities, Technology

The flattening load growth and search for new revenue channels is old news to utilities – the question now is: What is...

Customer Engagement in the New Utility Era

by Andrew DeCastro | CSAT, Customer Service, Digital Customer Experience, Distributed Energy, Education, Electric Vehicles, Grid Modernization, HS App, Renewables, Technology, Utility of the Future

There’s a major trend happening in energy that is not measured in barrels or BTUs. Utilities are becoming much more...

Customer Satisfaction: Why it Matters to You

by Andrew DeCastro | CSAT, Customer Service, Digital Customer Experience, Education, Engagement, Technology

There is a strong relationship between customer satisfaction and return on equity in the energy industry, and,...

Value-Added Services Are the Future for Utilities

by Andrew DeCastro | Aging in Place, CSAT, Customer Service, Digital Customer Experience, Education, Engagement, ICMA, Intergenerational Communities, Millennials, Mixed-age Communities, Technology

State after state is deregulating electricity, forcing utilities to offer lower prices to be competitive with retail...

Online Utility Marketplaces Boost Engagement and Customer Satisfaction

Online Utility Marketplaces Boost Engagement and Customer Satisfaction

by Andrew DeCastro | CSAT, Digital Customer Experience, Education, Engagement, Technology, Utility of the Future

As utilities seek new ways to more deeply engage customers, they are looking at branded online marketplaces for energy...

Utility Customer Engagement Heightened by Speech Analytics Technology

Utility Customer Engagement Heightened by Speech Analytics Technology

by Andrew DeCastro | CSAT, Customer Service, Digital Customer Experience, Education, Engagement, Technology

More and more companies are taking advantage of provider services offered by their partners to strengthen utility...

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