A large municipal utility company in Florida, a member of the Utility 2030 Collaborative, recently partnered with a technology solution provider to improve their VoC program with the following goals:
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Significantly increase the number of customer feedback surveys
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Switch from a deploying single, annual survey to gathering survey each month
They have already increased surveys from 200 annually to 11.740 annually!
They aren’t yet sharing results with utility customers because they are looking for answers to the following questions:
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What survey information should be shared with customers and why?
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What is the best way to share survey results with customers?
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Should we incentive customers for participating in our surveys and, if yes, what are other utilities doing?
Do you have any advice for this utility? We'll credit you when we share your comments with them.
Building a VoC Program is the focus of one of our workgroups. Learn more about us by visiting www.utility2030.org and email me at [email protected] if you're interested in getting involved in this workgroup or others.