Customer Satisfaction—The Bar is Rising for Utilities

In today's increasingly competitive environment, many companies are
using customer service as a key differentiator. And as levels of customer service increase throughout the business sector, customers expect more from all service providers. What once satisfied your customers may no longer work.

The goodwill you create when you meet—or exceed—customers' expectations are the asset you "borrow against" when you open a street, site a facility, raise rates, or pay competitive salaries. Because satisfied customers feel better about the utility, they are easier to serve, increase employee morale, and provide loyalty in the face of competition.

To Be Competitive, Manage Your S.E.R.V.I.C.E. ^SM

Utilities must manage six key dimensions of customer service needed to succeed in an increasingly competitive environment:

• Systems—the processes and interrelated tasks that create service, and the tools and infrastructure that support them. They need to be streamlined and efficient; yet flexible to evolve as customers' needs change and new tools become available. The right technology improves both productivity and customer service.

• Employees—the ultimate deliverers of service. Their skills, training, organization and supervision set the tone and texture of customer service.

• Rules—and regulations which form the contract between the utility and its customers. Policies need to be understandable, consistent, and aligned with systems.

• Values—the utility's fundamental approach to customers, reflected
  in its practices and the attitudes of its employees. They must be consistent with its vision.

• Information—Good service requires having the right information
  about customers as well as and providing information to customers. Information technology leverages customer service staff and
  provides more service options for customers at less cost.

• Customers' Expectations—ensuring that they match service levels, since customer satisfaction is a function of the "gap" between them.