Our partner, a utility company serving roughly 500k customers across multiple states, faces many of the same challenges as others when it comes to their customers. Externally, their customers deal …
Click here to download the full report, or read on for an overview of our findings. Sales data from Kelley Blue Book shows that 2022 represented a tipping point for …
When it comes to data privacy, customers typically share three main concerns. Firstly, they want their data to be protected and not leaked to unauthorized parties. Secondly, they want companies …
Collections payment data is particularly complex. Not only are there multiple steps, but there are multiple ways at each step for a customer to pay along the process. For example, …
Building relationships with energy utility customers beyond transactional messaging can be a challenge. This is where data and personalization can help. Customer data is a powerful force that can be …
Rappahannock Electric Cooperative (REC) is not un-similar to other cooperatives throughout the country. As a member-owned utility, governed by an elected board of directors, resources can be highly restrictive. When …
Purchasing a battery electric vehicle (BEV) is a large commitment. The buy-in isn’t just mileage, how large the engine is, or what color the interior is. No, going electric involves …
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 …
For utilities, CSAT scores can equate to profits. In a study conducted by Fettig/Whirlpool Fellow at Kelley, they found that for the average utility, a one-unit point increase on the …
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 …