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I was shocked at this headline until I saw that it was 18 points on a 1,000 point scale! About 2% higher satisfaction is still a win, and can be attributed to progress many utilities are making in the digitalization and power of the customer engagement journey. I wonder how next year's results will look, though, should California utilty customers have a heavy say..
Maintaining Customer Relationships Requires Trust When working with clients who have a long-standing relationship with your organization, it can become easy to take them for granted. Personal relationships often develop among the various parties on both sides. Frequently this evolves into a high trust relationship.
Matt - That is a terrific insight. You are spot on with your comment. The challenge with a large monopoly enterprise is it is easy to dismiss the concerns. I think the best way to regain trust is to apologize when there is an issue and to resolve it quickly for the consumer.
And having well-trained team members who can interface with customers in a positive manner, no matter how frustrated they are. This can be such a simple but oh so effective part of the equation! Thanks for your response, Jill.