Whether your utility operates in the electricity, water and sewer, natural gas, telecom or multi-service utility sector, the most important aspect of your company is the ability to use key performance indicators (KPIs) and metrics to constantly improve the way you operate and enhance customer engagement.

The concept of on-demand consumer services has grown exponentially in the last few decades. On-demand TV and movies are entrenched in the home entertainment industry, and online shopping gives consumers the opportunity to purchase whenever, and wherever they are. 

As the demand for resources continues to grow, so does the need for businesses to demonstrate their commitment to conservation and demand management. This is especially true for utility companies. 

Improving the customer experience is a growing trend. Even with companies, like many of those in the utility industry, who have little-to-no competition, the customer experience is more important than ever before.

Customer service metrics help you understand just how successful your customer service strategy is. Without them you would have no idea whether the tactics you’re implementing are driving results.

Customers are used to receiving a personalized and responsible service in their daily interactions with brands like Amazon and Netflix, which have fundamentally elevated what customers expect from all of their business relationships. It’s because of this that utility providers are putting more effort into improving the customer experience than ever before.

The customer experience (CX) is the overall perception and feelings customers have towards your utility brand when they access your services. It embraces every interaction your customer has with your utility, whether it be resolving an issue, changing their contact information or receiving usage alerts. 

Utility customer satisfaction is a buzzword in the industry. Across North America, utilities are engaged in a race to see who can improve customer satisfaction and deliver the best customer experience.

Yet improving customer satisfaction is becoming increasingly difficult. As inflation takes its toll around the world and utility bills continue to rise, utility providers must do more than ever before to increase customer satisfaction metrics.

Customers in 2022 are more environmentally-conscious than ever before, and are becoming increasingly more aware of electric vehicles, self-generated energy sources and the impact of climate change.

As a result, consumers are now demanding that their utility providers ‘up’ their environmental game by introducing new initiatives, enhanced customer engagement and processes that help both the customer and utility to become more environmentally friendly.

Customer centric strategies and culture are all about creating world-class customer experiences and focusing your company’s efforts on truly delivering what your customers expect and need from your business.