voice of customer

VOICE OF THE CUSTOMER

HELPING THE ELECTRIC UTILITY MARKET
HEAR THE VOICE OF THE CUSTOMER IN REALTIME.

One of the greenest energy utilities in the nation, set becoming a top-rated utility for customer satisfaction as a core organizational goal, and determined that a Voice of the Customer program was core to achieving this. Based on this need, MResult worked with this utility company to design, develop, and deploy a series of cloud-based real-time dashboards and underlaying analytic capabilities capable of analyzing transcripts to determine customer sentiment, aggregating work & outage notifications, geolocated outage details, and a host of other attributes. These dashboards and analysis features leveraged software already licensed by the utility, ensuring the Total Cost of Ownership remained controlled, and used cloud-solutions and agile development methodologies to accelerate delivery velocity; allowing us to deliver the phase-1 solution in just 6 weeks!

Leveraging the voice of the customer provides utilities with timely insight to identify new products and services that are valued by customers, and to quickly address service gaps. It is not enough to simply collect customer survey data. Rather, the very best are opening many different kinds of listening posts, are analyzing the data to identify trends and most importantly are acting on these trends. The result is more customers have a better customer experience and overall satisfaction with the experience is improved.[1]

Penni McLean-Conner
Chief Customer Officer, Eversource

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[1] Penni McLean-Conner, Eversource. (02-21-2017). Customer Experience Management: Voice of the Customer. Retrieved March 2019, from Electric Light & Power: https://www.elp.com/Electric-Light-Power-Newsletter/articles/2017/02/customer-experience-management-voice-of-the-customer.html