Utilities: 3 Touchpoints Impacting Customer Satisfaction

Customer Benchmark Bulletin UTILITIES 3 Touchpoints Impacting Customer Satisfaction in 2019 MAKING CONTACT BY TELEPHONE Call handling consistently received the highest customer effort score, across the two-year study - identifying it as a key driver of customer dissatisfaction in 2019. METER PROBLEMS Sentiment analysis reveals customer frustrations with meters, relating to Smart Meter installation and engineer appointments. EASE OF CONTACT Over a 24-month study period, 'ease of contact' earned consistently high satisfaction scores of 8.5/10 and above. Bespoke Customer Benchmarking Research helps your company build a profile of satisfaction/dissatisfaction triggers and the improvements needed to enhance customer feeling. Download the full report for the Utilities sector: TTI-GLOBAL-RESEARCH.CO.UK GP STRATEGIES attiglobal JA Division of GP Stracegies