The Utility Customer Research Consortium (UCRC) is a blue ribbon panel of senior executives working together to identify opportunities for improvement and innovation in customer service and customer care. The UCRC members represent large energy utilities and leading vendors from across North America.
The UCRC emphasizes peer-to-peer interaction and information sharing. The members meet twice each year to consider customer-facing challenges and opportunities and to plan the UCRC research agenda. In addition, there are regular virtual interactions through spotlight calls which examine emerging customer-facing issues and solutions. Finally, the UCRC is committed to working with the members to conduct collaborative research and consumer surveys, and to develop other content to enrich the dialogue among members and to provide thought leadership in the utility sector.
The UCRC grew out of the Customer Care Research Consortium, which DEFG founded and managed from 2003–2011. As such, members have access to research findings and expertise developed over the years.