According to the 2012 E Source Customer Experience Management Survey, 84 percent of investor-owned utilities and 78 percent of municipal utilities are currently engaged in customer experience management or plan to be in the next 12 months. However, only 38 percent of utilities are integrating social media into their overall customer experience plan.
This gap is one of the key drivers for the new E Source Customer Experience Suite, composed of three services:
- E Source Experience & Communications Management Service
- E Source E-Channel Service
- E Source Utility Customer Care Service
The suite is designed for utilities looking for best practices and guidance on how to improve customer satisfaction and decrease operational costs. For utilities that want to create a cohesive customer experience across all contact channels, these services will provide benchmarks, assessments, and research on strategy, online presence, and customer care operations.
E Source recently fielded the 2012 E Source Customer Experience Management Survey—the first comprehensive look into customer experience management at electric and gas utilities.