Keeping your large customers happy
Conference
·
OSTI ID:28639
- City of Palo Alto, CA (United States)
The theme of this paper is that keeping Utility customers happy is more than low rates. Utilities must go beyond electric service and address energy alternatives, reliability, demand side management, information systems, joint planning, business retention, customer satisfaction and economic development. The experience of the city of Palo Alto, California is discussed. A major accounts program was developed which provided technical, informational and educational resources to their largest commercial and industrial customers. A Utilities Resource Advisor is assigned to each customer. A Utilities Desk Reference is provided and maintained by the advisor. Information is provided periodically to update customized charts for the customer. A Value of Service Survey is sent to two larger user groups. The survey addresses Past Performance, Present Perception, and Value of Services and Needs Assessment. 6 figs., 3 tabs.
- OSTI ID:
- 28639
- Report Number(s):
- CONF-940628--
- Country of Publication:
- United States
- Language:
- English
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