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IntelliPulse Story

Utility Customer Satisfaction

Situation: A large utility tracked customer satisfaction among its seven business segments with annual surveys as part of its performance measurement and bonus structure.
Method: The client provided customer contact information to IntelliPulse. Through an e-mail invitation customers were given the option of web-based, telephone or fax survey methods; the preponderance accepted the web-link survey method. IntelliPulse conducted a decade of surveys. Year-to-year significance testing was undertaken to measure changes in opinions. Key driver analysis was updated annually using regression, correlation and analysis of variance procedures.
Outcome: The reports tracked areas of improvement and deterioration in service, provided recommendations on specific work program improvements, and made recommendations to improve customer satisfaction. Satisfaction ratings improved by up to 60%, reaching levels that were in the mid 90’s.