Why you need satisfied customers
Journal Article
·
· Electr. Perspect.; (United States)
OSTI ID:5590712
Electric utilities will be experiencing deregulation and competition in the residential market in the next few years. To prepare themselves, utilities must get to know and understand their customers. Utility managers should act as if their customers could pick their own utility. Efforts to learn about residential customers' views produced three insights: (1) they see their utility as both a product and a service institution, (2) their evaluations of the utility are statistically equally important in both areas, and (3) there is a trade-off when customer's perceive interest on the part of the utility, which offsets the customer's negative perceptions about product and price. An analysis of telephone surveys breaks down the underlying perceptions of customer responses and ranks there responses in terms of favorability toward the utility. 3 tables.
- Research Organization:
- Cambridge Reports, Inc., MA
- OSTI ID:
- 5590712
- Journal Information:
- Electr. Perspect.; (United States), Journal Name: Electr. Perspect.; (United States); ISSN ELPED
- Country of Publication:
- United States
- Language:
- English
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