This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers. 


There's a Good Chance You're Doing Better Than Facebook

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Nevelyn Black's picture
Writer Independent

Nevelyn Black is an independent writer with a background in broadcast and a keen interest in renewable energy.  In the last few years, she transitioned from celebrity interviews and film shoots...

  • Member since 2017
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  • Sep 21, 2022

It turns out, even a wildly successful company like Meta needs a live customer service department. For 18 years the company has relied on automated tools to handle customer issues.  Now, after reviewing a report from Bloomberg, the Meta has decided to answer the complaint of almost 1 million users by adding a customer support team.  The team will address frustrated Facebook and Instagram users who have lost their accounts due to stricter rules on content. An ever-changing society makes it necessary for companies to adapt.  Providing good customer service is more important than ever.  The public's priorities shifted in 2021 and the companies that were best able to keep up with changes were rated as having the best customer services.

The overall ratings from 2019 to 2021 reveal a lot about customer expectations but also what they are willing to invest in.  The factors considered were 1 - Quality of Communication, 2 - Technical Competence, 3 - Range of Services, 4 - Customer Focus, and 5 - Accessibility.  Based on the report, released earlier this year, BoxyCharm, Viking Cruises, USAA, and Waldorf Astoria were among the brands with the best customer service.

Things are different in the utilities sector but customers still expect great customer service.  Energy utility companies are facing several challenges. In addition to the growing demand for electricity and evolving energy sources, utilities are tasked with sustainability, cost control and cybersecurity.    Some would argue just how high customer service should be on the list?

Owensboro Municipal Utilities (OMU), the largest municipal electric and water system in Kentucky, just received a 94 percent overall customer satisfaction rating from customers.  “I cannot state how strongly we should be proud of that,” Sonya Dixon, Communications and Public Relations Manager said. “For a utility to receive that level of satisfaction in the current climate … is just amazing."  The utility checks all the boxes by providing water, electricity, internet and telephone services to the citizens of Owensboro.  About their stellar rating Dixon continued, “This calculates for all areas. This is electric, water and telecommunications all rolled into one.”

Kudos to OMU.  As far as customer service goes, there’s a good chance you’re doing better than Facebook but what can utilities do to reach BoxyCharm or Viking Cruises status?

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Thank Nevelyn for the Post!
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