How the Utilities Industry Benefits from Customer Feedback and Data Management:
Utilities include electricity, gas and water and sewage and utility companies may be privately or publicly owned. In most U.S. states, consumers can now choose their own retail service providers, allowing for considerable competition in the marketplace. Some companies offer discounts to customers by bundling utilities.
The industry faces challenges from rising fuel costs, environmental and sustainability concerns, asset management and the cost of maintaining and upgrading equipment. More than two-thirds of the CEOs of utility companies believe that sustainability is ‘very important’ to their company’s success, citing trust and customer relationships as one reason for this. Nevertheless, utilities generally represent sound investments as the need for these public services is continually growing.
Utility companies are large employers; in the US there were over half a million people employed in utility companies in 2008. There is a range of career opportunities for people with varying levels of experience and education. However, skills may be specific to one particular industry sector and are not likely to readily transferable
Customer feedback and data management in this industry:
|Customer Satisfaction Surveys
||Understand and measure customer satisfaction for products and services, and identify ways to improve customer-directed programs.
|Performance Measurement Surveys
||Measure performance of internal work groups and processes and measure performance directed to external markets, e.g. ISO compliance reporting.
|Brand and Product Surveys
||Measure brand awareness/equity across audiences in different markets and gauge feedback on product features/benefits.
|Employee and HR Surveys
||Collect data for: 360 surveys, peer reviews, compensation and benefits surveys, and employee pulse checks.
|Issues and Advocacy Surveys
||Used primarily by associations for member-based surveys including communications, advocacy, collective bargaining surveys, etc.
|Conference and Tradeshow Surveys
||Used for post conference/trade show follow-up and assessments.
InSite's customer feedback and data management software can be fully customized for each utility’s specific needs. Surveys can give valuable feedback, helping the industry to develop new products and services in response to changing demand. At the same time, InSite Systems can help with all human resources requirements, measuring performance and collecting data for compensation and benefits.
Contact us for more information on how our customer data management solutions can benefit your organization.