CSAT Articles

Economic Shock Can Catch Consumers Unaware

Energy consumers want engagement and for utilities to provide solutions. As the industry goes through a rebranding period, many energy providers are looking to utilize their own expertise and resources to expand their offerings in synergistic ways. Position Yourself...

Your ACSI Score: Four Ways to Boost It

Investor-owned energy utilities have slid nearly three percentage points in the American Customer Satisfaction Index report for 2018-2019, primarily because of higher prices and outages caused by severe weather.  This is called the ASCI Score. Natural gas...

Consumer Engagement Strategy Required for Selectively Engaged

The flattening load growth and search for new revenue channels is old news to utilities – the question now is: What is required of your consumer engagement strategy? The retail and service markets already exist, but products like smart thermostats and electrical...

Customer Engagement in the New Utility Era

There’s a major trend happening in energy that is not measured in barrels or BTUs.  Utilities are becoming much more focused on deepening their customer relationships.  As state after state deregulates electricity, forcing utilities to compete with retail providers,...