J.D. Power

Customer Impact Report: Customer Service Performance and Quality

Customer Service is an important factor in the overall Customer Satisfaction Index. Although it accounts for only a small percentage of satisfaction among electric and gas utility residential customers, the importance weight becomes much higher among customers who have a service experience, with Customer Service becoming the most important factor in the Gas Utility Residential Customer Satisfaction Index model and the second most important in the Electric Utility Residential Customer Satisfaction Index. The Customer Service Performance and Quality Customer Impact Report analyzes the Customer Service Index data collected by J.D. Power as part of its annual utility customer satisfaction studies; identifies the service elements that have the greatest impact on satisfaction; and examines the highest-performing utilities, focusing on the reasons for their stand-out performance.

Download the executive summary to learn key takeaways from the report.

The full report includes the following:
  • Number of pages: 30
  • Number of charts/graphs: 10

Tax included


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