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Six Ways to Satisfy Utility Customers

Findings and data from five years of public utility customer research

Analysis of data from more than 50 public utility customer surveys over the past five years shows six key public utility efforts that most increase customer satisfaction.

The six initiatives are:

  1. Create fees, rates and bills that are transparent and fair

  2. Develop, promote and communicate long-term plans for energy stability

  3. Increase community involvement and visibility

  4. Prioritize excellent customer service (phone, in-person and field)

  5. Diversify methods of two-way communications with customers

  6. Ask customers for feedback through a formal and regular survey program

The research paper by Q Market Research, Eagan, Minnesota, includes data charts and specific recommendations of actions that public utilities can take to bolster their customer satisfaction and Net Promoter Scores. Q Market Research has been using quantitative and qualitative research in public utility customer satisfaction since its founding in 2001.