Building a new understanding of customer loyalty and satisfaction
Technical Report
·
OSTI ID:82455
- National Analysts, Inc., Philadelphia, PA (United States)
Customer loyalty is more than a matter of price. It also depends on other aspects of a utility`s relationship with its customers, such as its responsiveness to customer needs. This report examines one facet of the customer loyalty quesition: What is the relationship between measures of customer satisfaction and customer loyalty? In framing this issue, of 14 interviews with large industrial customers are summarized. The insights provided in this report may have significant implications for utilities regarding the way they must position themselves for retail competition.
- Research Organization:
- Electric Power Research Inst., Palo Alto, CA (United States); National Analysts, Inc., Philadelphia, PA (United States)
- Sponsoring Organization:
- Electric Power Research Inst., Palo Alto, CA (United States)
- OSTI ID:
- 82455
- Report Number(s):
- EPRI-TR--105150
- Country of Publication:
- United States
- Language:
- English
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