Press Releases

Research and Markets: 2012 Customer Contact Experience Benchmarks- Utility Providers Industry

DUBLIN--(BUSINESS WIRE)-- Research and Markets ( has announced the addition of Frost & Sullivan's new report "2012 Customer Contact Experience Benchmarks- Utility Providers Industry" to their offering.

Assessing the Customer Contact Experience in the United States

The objective of this research service was to assess customer contact experiences in telephone-live agent and interactive voice response (IVR), e-mail, Web site chat with live agent, and Web site self-services. This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the utility providers industry across contact channels. A Web-based survey methodology was used for this study.


The North American utility industry is highly fragmented. Results show that Web site selfservice and phone-live agent are the most popular contact channels. While not considered early adopters, utility companies have, in recent years, focused on excellent service delivery.

The use of telephone IVR appears to be decliningwhich is not unique to the utility industryas this is seen in other customer contact channel industries.

Although utility customers use agent-assisted contact channels (phone contact and email), they have responded with higher satisfaction and loyalty scores for Web site selfservice.

In general, the utility industry offers its customers high overall satisfaction in the customer contact experience. Utility companies meet and often exceed customers' expectations.

All major utility providers receive similar ratings for overall satisfaction across all contact channels (the lowest mean score is for Alabama Power, the highest mean score is for Georgia Power), where 1=very dissatisfied and 7=very satisfied. This indicates that consumers are accustomed to a stable, high level of customer service.

Key Topics Covered:

Research Objectives, Methods, and Demographics, Customer Contact Experience Executive Summary and Highlights

Customer Contact Experience Overview

Aggregate Summary

Aggregate Summary

Live Agent Phone Interactions

Interactive Voice Response (IVR) Interactions

E-mail Interactions

Web Chat Interactions

Web Self-Service Interactions


The Frost & Sullivan Story

Customer Contact Channels - Brands Explored

Companies Mentioned:

- Alabama Power

- Commonwealth Edison

- Consolidated Edison

- Detroit Edison

- Duke Energy

- Florida Power & Light

- Georgia Power

- Pacific Gas & Electric PECO Energy

- PPL Electric Utilities

- Progress Energy Florida

- Public Service Electric & Gas

- Reliant Energy

- Southern California Edison

- TXU Energy

- Virginia Electric and Power

For more information, including full table of contents, please visit

Source: Frost & Sullivan

Research and Markets
Laura Wood, Senior Manager.
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: CRM

Source: Research and Markets