A new white paper, “The Crossroads of Customer Metrics and Strategy in the Utility Sector: A Case for Alternative Metrics,” examines the drivers and rationale for a set of alternative customer metrics to complement, not replace, the current reliance on customer satisfaction scoring and operational service level metrics. These complementary metrics would allow utilities to track and improve performance regarding the customer experience.

Each set of metrics has its place; however, a customer strategy that emphasizes trust and a deepening of relationships between utility and customer requires a different set of metrics to measure the factors important to achieve strategic objectives.

 

Filed Under: UCRC