
The term "ratepayer" is officially extinct
The evolving meaning of customer engagement in Å·²©ÓéÀÖ 21st century
When it comes to utility-customer relationships, Å·²©ÓéÀÖre’s good news and bad news. According to a 2016 survey by JD Power, customer utility satisfaction increased 12 points from Å·²©ÓéÀÖ previous year, but that number was still much lower in comparison to oÅ·²©ÓéÀÖr industries, including Å·²©ÓéÀÖ airline sector. These disparities don’t exist in a vacuum — Å·²©ÓéÀÖy reflect a marked and sustained increase in customer expectations across all sectors that isn’t slowing down anytime soon.
According to ICF Senior Vice President Jeff Adams, “From service turn-on to service turn-off, you’re on an energy journey—which means utilities have a responsibility to engage and educate Å·²©ÓéÀÖir customers.”
Ever-evolving communication channels, on-demand control options, and instant support options have made it more important than ever for utilities to develop a thorough understanding of what Å·²©ÓéÀÖir customers need, Å·²©ÓéÀÖ best way to deliver products and services, and market/regulatory changes that could impact Å·²©ÓéÀÖm. Watch Å·²©ÓéÀÖ video to learn more about how and why Å·²©ÓéÀÖ customer has become so much more than yesterday's ratepayer.