Energy Central News

Curated power industry news from thousands of top sources.

News Link

Customer satisfaction with energy companies falls two years running

Source: 
Energy Voice

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

Discussions

Tra Williams's picture
Tra Williams on July 17, 2019

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 July 17, 2019

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. 

Get Published - Build a Following

The Energy Central Power Industry Network is based on one core idea - power industry professionals helping each other and advancing the industry by sharing and learning from each other.

If you have an experience or insight to share or have learned something from a conference or seminar, your peers and colleagues on Energy Central want to hear about it. It's also easy to share a link to an article you've liked or an industry resource that you think would be helpful.

                 Learn more about posting on Energy Central »