Call Center Investments Improve Utility Customer Satisfaction

Share this article:
Electric utility companies have a better chance of improving residential customer satisfaction by increasing their investments in call centers than they do by investing the same amount of money in other areas, according to a study released last week.


The study, conducted by research company Primen, Madison, WI, found that the average U.S. electric utility spends $7.79 per customer each year to operate its call centers. Increasing that spending by 28 cents per customer to improve call-response times would improve a utility's customer-satisfaction rating by 5 percent.


In order to improve customer satisfaction by that much, utilities would have to spend much more in other areas, such as improving system reliability to reduce outages.


Primen is an independent, fuel-neutral information company affiliated with the Electric Power Research Institute, Palo Alto, CA, and the Gas Research Institute, Chicago.
Share this article:

Sign up to our newsletters

Follow us on Twitter @dmnews

Latest Jobs:

More in Agency

Publicis Launches New Digital Agency

Publicis Launches New Digital Agency

Roar, an amalgam of top digital talent from across Publicis Groupe, will be led by Zenith OptiMedia veteran Sean Reardon.

RAPP Names Orlov CEO

RAPP Names Orlov CEO

The Volkswagen marketing executive is a veteran of Wunderman and WPP.

Hawthorne Opens Mobile Unit, Names Digital Director

Hawthorne Opens Mobile Unit, Names Digital Director

Jared Lake moves over from M&C Saatchi Mobile to head the new unit.