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EcoPinion (Consumer Surveys)

Understanding your customers

Consumer surveys examine consumer perceptions and preferences.

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EcoPinion (Consumer Surveys) / January, 2020

Potential Fault Lines Under the Utility’s Customer Strategy

The Annual State of the Customer Survey tests the most basic assumptions underpinning the customer strategy of energy utilities. We found that most customers believe utilities provide good customer service. […]

EcoPinion (Consumer Surveys) / December, 2019

How Best to Serve Low Income Customers in the Utility Sector – The Need For a Strategy

Written by: Nat Treadway

DEFG’s Consumer Survey Report, “How Best to Serve Low Income Customers in the Utility Sector” The Need For a Strategy,” is available to download. This year’s survey clearly points to […]

EcoPinion (Consumer Surveys) / January, 2019

Utility Customer Service at a Crossroads

DEFG’s “Annual State of the Customer in the Utility Sector Survey” reveals strengths and weaknesses in the utility sector’s customer service model. Probably the biggest challenge facing customer service executives […]