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UtilityPULSE Annual Survey and Report Card

UtilityPULSE Annual Survey and Report Card

Securing customer feedback on the things that are important, strengthens the utility’s purpose and value proposition.

The key to successfully meeting customers’ wishes and needs in an era of polarized opinions, is to solicit feedback and input in a respectful way, from customers. We believe the data we’ve collected from interviewing tens of thousands of customers, tells us that customers want to know that their utility understands their needs and priorities.

Of course, not everyone will agree on what those priorities are – and that is what makes the job of running a successful utility a true challenge. Gathering wisdom, insights, information, and feedback from customers in a robust customer engagement plan could certainly help ensure investments and operational changes are done at a level of intensity your customers can handle.

The UtilityPULSE Annual Customer Satisfaction Survey for Residential and Small Commercial Customers, with its core questions and supplemental questions, is an important part of regularly engaging customers to gather feedback and to capture insights. Smaller utilities often conduct this survey bi-annually.

The Annual UtilityPULSE Customer Satisfaction Survey gives you:   Full Survey  
  • Feedback from Residential & Small Commercial Customers  (N=400, 600, 800, 1,000 or more)
  Yes
  • Satisfaction score (pre and post)
  Yes
  • Credibility & Trust index (CTI)
  Yes
  • Customer Experience Performance rating (CEPr)
  Yes
  • Loyalty (Affinity) scores.
  Yes
  • Net Supporter Score (NSS).
  Yes
  • UtilityPULSE report card
  Yes
  • Benchmark comparators
  Yes
  • Insight into how well problems/issues were handled when customers contacted the LDC
  Yes
  • Customer Comments
  Yes
  • Option to include additional utility specific questions
  Yes

The Annual UtilityPULSE Customer Satisfaction Survey has a standard core of questions and, it provides you with the opportunity to enhance the survey with questions important to you and your utility. Results from the standard core of questions ensure comparisons with other utilities are fair and reasonable.

The truth is, the utility industry as an industry has its ups and downs which, in turn, affect the perception of value. By consistently running the Annual survey, for over 20 years, it helps us gain a better understanding of the underlying forces at work in the industry, the overall societal perception of the industry, and the factors which will help a utility be successful in the industry.

Understanding your utility industry and anticipating its future trends and directions give you important insights into what your utility could do to be more successful today in creating value for customers while being mindful of future needs.

Custom Surveys

Employee Research

Organization Culture Assessment & Diagnosis

Contact us today for a free, no-obligation consultation about your needs.

Tel: +1 905.895.7900