Measuring CSAT is difficult. For decades businesses have quantified phone surveys, online reviews, and snail-mail questionnaires that ask the same, similar question: “how would you rate your experience?” Surveys like …
Collection departments historically experience an ebb and flow throughout the year. Pre-pandemic, these departments could prepare for oncoming seasonal spikes – and typically that meant hiring third-party agencies to manage …
The Census Bureau reported that after the start of the pandemic over 37 million US citizens were living below the poverty line. Currently, according to NEADA, more than 20 million …
CSAT scores are likely to take a hit this summer as utilities brace for hotter temperatures, droughts, and wild weather across the country. And, let’s not forget about inflation causing …
As utilities move toward another collections season, the stakes are high to recoup outstanding debt while also optimizing the customer experience. Understanding distinct customer journeys through the collections process via …
Every year since 1994, the American Customer Survey Index, or ACSI, has compiled customer satisfaction data and published benchmarks for major industries. Recently, they added 2021 data to their Benchmarks …
BlastPoint’s AI-powered customer intelligence helped DLC effectively engage lower-income customers in energy assistance campaigns and surpass industry benchmarks by as much as 670%. During the pandemic, it has been crucial …
Many industries have acknowledged the general value of increasing their customer focus. Yet some organizations struggle to calculate the actual impact of customer intelligence on ROI. This can hold them …
Pennsylvania joins a growing number of other states when its utility service termination moratorium ends March 31st. What can regulated providers do to curb the expensive disconnection-reconnection process? And how …
Understand the typical and expected behavior patterns of each, individual customerPredict the products or services each household is likely to buy or seek information about nextIntervene during a crisis to …