The SMS text functionality allows consumers to send various commands in to report outages and check the outage status. The channels they utilize include the call center, IVR, website, mobile app, e-mail, and SMS text. Central Hudson has spent the last few years building multiple communication channels and making some of them interactive for consumers when it comes to outages. When focused on one of the key touch points for consumers, the call center, Central Hudson Gas & Electric presented on unifying customer communications for outages. Attended by 400 registrants representing the gas and electric utility industries (particularly the investor-owned utilities), the key components of the conference included the call/contact center, credit & collection, billing and payment processing, meter reading, field service, revenue protection, and low income/at-risk customers.Īllow me to give a summary of a few of the presentations given in San Francisco that offers a glimpse of why utilities can be seen as leaders in customer service. The answer can be found at the annual AGA-EEI Customer Service Conference held in San Francisco, CA just last week. I started to reflect on why the utility industry is not so bad on customer satisfaction when compared to other industries. However, when compared to other industries, we don’t look so bad after all. I myself am guilty of being critical from time to time of the very industry I am a part of. Being so close to an industry can sometimes skew one to be more critical of that industry. They also rank higher than cellular and landline telephones, health insurance, Internet news/information, and subscription television service (cable or satellite). Apparently utilities rank better than the airlines industry as well. That may not be an indictment of the industry, but it does indicate a lot of room for improvement.” I wondered where the ACSI had the utility industry ranked, so I visited their website. Even wireless carriers and car dealers rank higher. Only pay TV, social media companies and Internet service providers rank lower. According to the article, “as an industry, airlines received the fourth-worst score in the American Customer Satisfaction Index (ACSI) rankings of customer satisfaction. ![]() This last week I was reading the USA Today and noticed a customer satisfaction article focused on the airline industry.
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