Utilities using programs to speed EV adoption, boost customer goodwill
- Mar 26, 2021 4:26 pm GMT
Two factors drive customer satisfaction for electric utilities — rates and reliability. Utilities that minimize the number of outages, restore power quickly when outages occur and keep their customers’ bills reasonable will have satisfied customers. Those that have what their customers perceive to be too frequent or overly long outages and/or wallop their customers in the wallet too many times will not.
That doesn’t mean, however, that utilities can’t — or shouldn’t — try to do things other than keeping their reliability and resiliency high and their rates low to win their customers’ hearts and minds. Outages will occur and rate increases will be necessary and when they do and are, utilities with high customer satisfaction will fare better than those without it.
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