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Customer satisfaction with energy companies falls two years running

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Customer satisfaction with energy companies falls two years running...


Tra Williams's picture
Tra Williams on Jul 17, 2019 1:54 pm GMT

It's imporant to remember that price is not the only component of customer satisfaction. Most certainly price is the primary driver of a customer's perception of 'value'. But value is also determined by whether a customer's expectations were met. 

In the end, customer satisfaction isn't defined by what you do, it's defined by what the customer expected you to do. Expectations are a product of a company's culture, credibility, capacity and command. Look at who you are as a company through the eyes of your customer and act accordingly. 

Or better yet, create more opportuntites for customers to provide proactive feedback on what contributes to their level of satisfacation. Knowlege is power (pun intended). 

Matt Chester's picture
Matt Chester on Jul 17, 2019 2:22 pm GMT

Well said, Tra. Especially in areas where customers don't have a choice on their energy provider, that can breed an adversarial relationship. But if you flip that and show them that you can be a trusted energy advisor to them, then the satisfaction will almost surely rise. 

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