Energy Efficiency Economics & Markets

Development and Management of Customer Satisfaction Surveys and On-Going Tracking Surveys

Client: Electricity Utility

EnergyConsult staff?developed and conducted an extensive customer satisfaction survey using the Applied Service Quality approach for an Australian electricity utility. This involved undertaking a series of in-depth interviews with management, staff and customers and running focus groups for domestic and business customers and using the resulting information to develop a comprehensive customer satisfaction survey. The survey involved conducting an extensive telephone survey and analysis of the data using non-parametric techniques. Recommendations concerning process improvements that would produce the maximum improvements in overall satisfaction were made.