October, 2018

2018 Regulator Survey on Customer Service Metrics

Written by: Jamie Wimberly and Nat Treadway

A Project of the Utility Customer Research Consortium (UCRC) An online survey conducted in September received input from state regulatory commissioners and the…

October, 2018

Don’t Own, Don’t Earn, What Do You Do With Utility Customer Metrics?

DEFG’s Survey of Regulators Points to How Utilities are More Likely to be Penalized for Poor Customer Satisfaction Scores and Complaints than Rewarded for Exc…

May, 2018

DEFG and Questline Launch New Customer Centricity Video Initiative For Energy Utilities

New video of industry leaders discussing need for change management toward more customer centric utilities available at no charge Columbus, Ohio— 29 May 2018…