Alternative Customer Metrics in the Utility Sector
The Utility Customer Research Consortium (UCRC) has formed a working group comprised of nine (9) companies serving over twenty (20) million utility customers to explore alternative customer metrics. The UCRC executive interviews pointed to a growing consensus among utility executives that customers have become more central to the utility business model. There is widespread agreement that traditional metrics (customer satisfaction, transactional and service level) need to be complemented by alternative metrics utilized by other sectors to better measure the utility’s performance in regard to customer engagement on a going forward basis.
Jamie Wimberly, CEO of DEFG LLC, has prepared this executive memo to solicit feedback from people throughout the industry, and to help the UCRC Customer Metrics Working Group take the next steps with regard to customer metrics.