Managing customer satisfaction: New approaches to measurement and implementation

Technical Report · Mon Oct 31 23:00:00 EST 1994

OSTI ID:102703

Haight, J M ^[1]; Leon, G H ^[2]

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1. Duke Power Co., Charlotte, NC (United States)
2. National Analysts, Inc., Philadelphia, PA (United States)

This paper describes the development of Duke Power`s Customer Satisfaction Manager -- an innovative customer satisfaction measurement system -- from its inception to its application as a planning tool. It provides both market researchers and utility planners with the conceptual foundation for evaluating current satisfaction measurement systems and for moving toward the development of a satisfaction manager system. Importantly, it demonstrates the practical applications of the system and the various uses of the information that it yields by presenting results from customer requirement analyses and simulated service models. The paper concludes with discussions on Duke`s expansions of the approach to incorporate transaction-specific satisfaction measures and long-term satisfaction tracking methods.

• Research Organization: Electric Power Research Inst., Palo Alto, CA (United States); Synergic Resources Corp., Bala-Cynwyd, PA (United States)
• OSTI ID: 102703
• Report Number(s): EPRI-TR--104558
• Country of Publication: United States
• Language: English

Related Subjects

32 ENERGY CONSERVATION, CONSUMPTION, AND UTILIZATION
COST BENEFIT ANALYSIS
DECISION MAKING
ELECTRIC UTILITIES
ENERGY POLICY
HOUSEHOLDS
IMPLEMENTATION
MARKETING
PRICES
PUBLIC OPINION
PUBLIC RELATIONS