ATLANTA, Aug. 10, 2006 (PRIMEZONE) -- More utilities are striving to foster relationships with mid-size business customers through account management programs, specialized call centers, or targeted products and services. As a result, business customer satisfaction has been on the rise.
Chartwell research revealed in its latest research report, Fostering Relationships with Mid-Size Businesses, that in 2005, only 19% of utilities surveyed had a program to reach out to mid-size business customers. By 2006, 30% of utilities had such a program. Not coincidentally, at the same time, J.D. Power & Associates electric utility business customer satisfaction rose from 646 in 2004 to 667 in 2006.
According to Fostering Relationships with Mid-Size Businesses, large investor-owned utilities are most likely to have programs for these customers -- 27% did in 2005 and 58% did in 2006, according to Chartwell survey data. But astounding growth in these programs occurred among all utility types.
Among the strategies discussed in the report that utilities use to foster relationships with mid-size businesses are:
-- Specialized business customer contact centers (or specialized
business reps within general customer contact centers);
-- Account management programs where utility account managers
proactively reach out to mid-size business customers -- some are
assigned to specific industries or segments, others are not;
-- Account management programs (involving assigned or unassigned reps)
that are more reactive in nature, however, these reps are more
knowledgeable than call center customer service reps;
-- Development and specialized marketing of energy efficiency programs
specifically for mid-size businesses;
-- Web portals for business customers;
-- Communication tools such as business newsletters; and
-- Development of programs for special business customer segments like
builders, property managers and trade allies.
The new 114-page report examines these strategies and others in 19 detailed case studies on utilities such as SRP, Florida Power & Light, SMUD, City Public Service, We Energies and others. Many of these utilities attribute improvements in business customer satisfaction scores to their relatively new mid-size business programs.
Fostering Relationships with Mid-Size Businesses is available from Chartwell for $895 or as part of The Chartwell Products, Services & Programs Research Series, which focuses on products, services and customer relations issues such as marketing, promotions and public communications.
Access to the Research Series can be obtained through a 12-month membership that includes a data summary and accompanying database based on Chartwell's extensive annual utility survey; regular in-depth reports and case studies covering specific products/services or marketing/communications-related issues; one-on-one consultation with Chartwell research staff on topics covered; and more.
For information on membership in The Chartwell Products, Services & Programs Research Series or the individual report, Fostering Relationships with Mid-Size Businesses, contact Bill Grist at (800) 432-5879, (404) 237-9099 or bgrist@chartwellinc.com; or visit www.chartwellinc.com or Chartwell's Energy Library at www.energylibrary.com.
About Chartwell Inc.
Chartwell Inc. seeks to provide a better understanding of technologies, issues and management practices in the utility and retail energy services industry through best practices case studies and quantitative research.