JD Power Customer Satisfaction Survey - Apogee Interactive
JD PowerCustomer Satisfaction SurveyNovember 12, 2020John Hazen- JD Power Jim Malcom- Apogee Interactive
Our AgendaPresentersBiosCurrent trendsin CustomerSatisfactionQ&A2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Who We AreSoftware as a Service (SaaS) provider focused onthree major utility initiatives:Leading the market incustomer engagementthIn our mParticipationBest in class Data AnalyticsProviding Consistency, Building Customer TrustServingHUNDREDSof utilities, reachingMILLIONSof customers2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Jim Malcom, COO, Apogee Interactive, Inc.Jim provides oversight business and financial operations of the company. His senior managementexperience in the telecommunications and management consulting industries is providing strategicdirection for Apogee’s continued growth and success. He is a graduate of the University of Georgia with abachelor's and master's degree in business administration, a certified public accountant, and a charteredglobal management accountant.John Hazen, Managing Director, JD PowerJohn is responsible for working with utilities across the United States to help them understand theimportance of customer satisfaction and how to improve their customers’ experience.Mr. Hazen joined J.D. Power in 2008 as director, Voice of the Customer. Prior to that, he was the Directorof Guest Services at the Disney Internet Group. Previously, he led award-winning call center sites forSaturn, DirecTV, and OnStar. He also has international experience in managing offshore teams.Mr. Hazen earned a bachelor’s degree in marketing from Western Michigan University.2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
"Embrace" 2020John Hazen,Managing DirectorNovember 20202020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
This year we will .2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Don't Fightthe ResultsKeys to ImprovingCustomerSatisfactionLearn/Borrow fromOthersDig Deepinto theDetailsHave Communication is Critical Both withCustomers but also EmployeesCreate aCultureFocused onCustomers2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
J.D. PowerOverview2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
The J. D. Power Index ModelThis proprietary model is designed entirely by J.D. Power research scientists to maintain our core values of integrity,independence and impact. The index identifies the many drivers of customer experience, accurately measures andlinks their impact to business results, and uncovers insights to drive positive financial results for our clientsAttributeFINANCIAL ROIAttributeIndex ExplainsOSAT agnosticAttributeFactorThe “Index” is a calculatedroll-up of performancescores, weighted relativeto the importance ofeach factor tooverall satisfaction.Attribute“Factors” are distinctparts of the customerexperience thattogether encompassthe entire experience.“Attributes” are subjectiveperformance metrics,quantified on a 1-10 scale,that have a correlated impacton Overall Satisfaction,Advocacy and Loyalty“Diagnostics” are behavioralmetrics that assist in definingwhy a respondent rated theAttribute the way they did.These questions can also bequantified as Key PerformanceIndicators, e.g. what is the totalimpact of this behavior onOSAT, Advocacy and Loyalty.FactorsExplainIndexAttributesExplain FactorJDPA surveys millions of consumers and small businesses across dozens of industries every year.2020 NOVEMBER12 JD POWERSATISFACTIONSURVEYThey tell us what drives an outstanding customer serviceexperienceand CUSTOMERwhat theyvalue most.
JD Power Utility Practice Industry Leader for Utility Satisfaction Benchmark for 20 YearsSurvey 225,000 Utility Customers Each YearIndustry ExpertsElectric, Gas, and Water SatisfactionUtility Digital Experience StudyContact Center Certification and ImprovementClimate Change Sustainability2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Utilities andCovid-192020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
How has the response from [BRAND] to the novel coronavirus(Covid-19) outbreak changed your impression of them?"More Positive" 121OverallSatisfactionOverall IndustryResults 17%"More Positive"Brands with the Highest Percent of "More Positive" CustomersOUCCleco PowerNESFlorida Power & LightGeorgia PowerEl Paso ElectricEPBClay Electric CooperativeDuke Energy ProgressGreyStone PowerJEACity of TallahasseeDuke Energy FloridaMississippi tin EnergyCon EdisonDuke Energy CarolinasSawnee EMCUnited IlluminatingKentucky UtilitiesKnoxville Utilities BoardNV EnergyOG&EPublic Service Co. of OklahomaRocky Mountain PowerTampa ElectricImperial Irrigation DistrictMagic Valley Electric 21%21%21%21%21%21%2020 JD Power Residential Electric Study: April/May Results2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Q2 Customer Verbatims "They have been really great about helping their customers who have beeneffected by COVID which was greatly appreciated by me because I lost my job.""They earned my respect more when they were the first to help customers duringthe Covid-19 pandemic. They were the first to state they would not shut offsomeone’s power due to no payment because of loss of job or having to shelterin place. My household are essential workers so we did not need to use thatoption but it was nice to hear our power company was the first to assist."2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
2020 Is It Over Yet?2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Electric Residential Customer “I never have to worry about my electricity. All communications are easy tounderstand. There are so many options for how to pay including I can go to Walmartacross the street and use their kiosk. They are upfront about everything and if a billis late they give a grace period. Their emails are fun to read and informative.Switching my electric over from one apartment to a new one was easy and hasslefree. Overall I have had no complaints or worries with the company.”2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Engage-Data2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Overall IndustrySource of OutageInformation.No Outage Info andPhone Calls toUtility have bothdroppedsignificantly whileMobile App, TextMessaging, SocialMedia and UtilityWebsite have beenincreasing since2018.Source of Outage InformationSources used to get outage informationCalled utility (%)Emailed utility (%)Mobile app (%)Nearby neighbor (%)None - didn't try to find outage info (%)Radio/TV (%)Utility called (%)Utility emailed (%)Utility sent text message (%)Utility social media site (%)Utility work crew (%)Went to utility website (%)2019 20202018 2019 V2Q133% 30% 32% 3% 28%21%23%4%3%4%8%9%5%5%5%12%13%4%4%5%13%15%7%10% 11%21%21%2%2%3%13%14%2%2%2%9%10%17%18% 21%22%21%2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY17
Customers Aware ofEnergy EfficiencyPrograms have HigherOverall Satisfaction!Energy Efficiency Program Awareness795Overall Satisfaction694AwareNot Aware2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Corporate Citizenship AwarenessOSATImpactAwareNot awareImprove impact on environment 116Energy efficiency or conservation programs 100Donations or sponsorships 101Supports economic development 117Increase safety of electric system 109Observed utility volunteers 100Assistance programs 82Protect and restore wildlife 106Increase alternative energy sources 10145%55%Prepared for natural disasters 9846%54%Work crews working in the area 61%39%2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
20Great Visual .but the data is cumulative so it doesn't tell me what's going on now!2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Dig Deeper into the data to understand strengths,weaknesses and where to drive improvements!PG&E Overall and Communications Satisfaction by County2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Large Brands Overall Satisfaction790790770770740750Where AreYOURSatisfactionGapsby AgeBrand A Overall 8710690690670670650650Pre-BoomersBoomersGen XGen YGen ZPre-BoomersBoomersGen XGen Y 58 34 25 15-6Pre-BoomersBoomersGen XGen YGen ZGen ZGeneration: Brand A Gap to the Industry Large Brands in Overall Satisfaction2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
NPS shows why Promoters are importantTop Brands - 3434Sawnee EMCImperial Irrigation DistrictGreyStone PowerEPBSECO EnergyFlorida Power & LightSouthern Maryland Electric CooperativeClark Public UtilitiesJackson EMCNOVECGreat Lakes EnergyWalton EMCEnergyUnitedGeorgia PowerMagic Valley Electric CooperativePedernales ElectricAlabama PowerSLEMCOSouth Central PowerSRPClay Electric CooperativeMiddle Tennessee EMCOUCIndustry Average15How likely is it that you would recommend(brand) to a friend or colleague?Percentage ofPromotersQ1: NPS 13Q2: NPS 17Percentage ofDetractorsNet Promoter Score SM(NPS )2019: NPS 8Note: Net Promoter System , Net Promoter Score , NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Engage-HumanTouch2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
What will Generation Z expect from theirutility as a customer/guest?T Lit Pressed Triggered Facebook is for OLD People!2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Beer andImmunity2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Customer Service forAnything 2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
How many handwritten notesdid your team send last week?Last Month?This Year?Customers want Digital but theystill LOVE the Human Touch 2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Wrap Up2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
10 Lessons inCustomer BehaviorAll Customers respond to one phrase twosimple words that your Mom taught you to say.“Thank You.”Work backwards from the customerCustomers will give you a grace period (sometimes)Your customer judges you on the basicsCustomers love convenienceWork on your consistent customer message2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
10 Lessons inCustomer BehaviorAll Customers respond to one phrase twosimple words that your Mom taught you to say.“Thank You.”Your customer is going to measure you by othersEvery customer is mobileYour customers who don’t talk to you may wanderCustomers today expect that you know themIf you make a customer a promise, keep it2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
“They always treat us as theirmost important customer.”Utility Customer2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Thank You!33 2018 J.D. Power. All RightsReserved.2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
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Calls to ActionsCommunicationsDuring a CrisisPANDEMICSTORMPOWERQUALITY2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
CommunicationsDuring a Crisis2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Calls to ActionsCommunicationsDuring a Crisis Payment options Assistance Authorized vs Unauthorizedpayment centers Programs Energy tools2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
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Utility Industry TrendCSat Score over TimeSource: J.D. Power 2009 – 2019 Electric Utility Residential Customer Satisfaction StudiesSM2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Utility Industry TrendCSat Score over TimeHurricane Irma and HarveyHurricane SandyHurricane IreneSource: J.D. Power 2009 – 2019 Electric Utility Residential Customer Satisfaction StudiesSM2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Establishinga Relationship1Commitment2Trust3Loyalty2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Managing a Crisis1COMMUNICATIONS2PERFORMANCE2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Crisis Communications1. Adjust your tone2. Use your voice3. Practicetransparency4. Be fair but firm5. Start theconversationSource: Forbes July 30, 20202020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Pandemic2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
PreferredCommunicationDuringCOVID-19What COVID-19 related topics would you like to see morecommunication from your electric utility about?45.4%Payment assistance programsWays the utility is supporting individuals andcommunities during COVID-1940.1%34.3%Available financial resources provided by the utility31.1%Ways to conserve energy during this timeRecommended ways to contact the utility regardingquestions for quicker response times22.4%Policies / procedures / business continuity plan utilityhas developed during COVID-1922.3%Types of rate structures available and the benefits /advantages of each20.0%N/A do not want to receive information from my utilityregarding COVID-1910.1%6.8%Don't know/unsureOther (please t 2006 - 2020 Great Blue Research, Inc. All Rights Reserved. Not for Distribution and Reproduction.2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Proactive Outbound Video2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Calls toCallstoActionsAction Payment options Assistance Authorized vs Unauthorizedpayment centers ProgramsEnergy toolsNPS and Voice of theCustomer Survey’s2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Messaging Results NPS 39 compared to industry average 15 98% user improved brand perception 96 reported favorable perceptions 90% reported would not contact utility 97% bill explanation useful2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Storm2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Preparation2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Storm Video2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
PowerQuality2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Beat the Peak Video2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Upcoming WebinarsDecember 8, 2020 – 2:00PM ESTPost Covid-19 Consumer Billing and PaymentBehavior featuring Jacqueline Martine, FiservJanuary 28, 2021 – 2:00PM ESTMaking the Smart Grid Relevant to Mainstreamfeaturing Chris King, Siemens eMobility Register online at apogee.net/webinars2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Jim Malcomjmalcom@apogee.net678.684.6820John Hazenjohn.hazen@jdpa.com248.230.08642020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Any Questions?2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
Get Social with apoweblinkedin.com/company/apogee-interactive2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY
2020 NOVEMBER 12 JD POWER CUSTOMER SATISFACTION SURVEY Software as a Service (SaaS) provider focused on three major utility initiatives: Best in class Data Analytics Providing Consistency, Building Customer Trust Customer Engagement Customer Satisfaction Program Participation Who We Are Leading the market in customer engagement Serving HUNDREDS
Customer satisfaction has identified as an important influencer on customer loyalty. Further, customer trust impacted by customer satisfaction which proved that customer satisfaction is an antecedent of customer trust. Moreover, an indirect relationship between customer satisfaction and loyalty through customer trust was observed.
of satisfaction and quality, i.e. if one perceives quality and customer satisfaction as a process (cf. Deming, 1982). Consequently, technical and moral quality affect customer satisfaction, while the manufacturer can determine the level of customer satisfaction and respond via product innovations to ensure even greater customer satisfaction. By .
2009 Ohio E-Check Customer Satisfaction Survey 7 Voinovich School of Leadership and Public Affairs at Ohio University How the Survey Was Conducted Survey Instrument The 2009 survey was the same as the 2008 Ohio E-Check Customer Satisfaction Survey. For 2008, several changes were made to the survey instrument. These changes included;
strategies and customer satisfaction. ii. Ho 3b - There is no statistical significant relationship between honest complaint resolution strategies and customer satisfaction. LITERATURE REVIEW Concept of Customer Satisfaction Customer satisfaction refers to a person's satisfaction with a product, a service, or a supplier (Terpstra
Section III – Conducting an Employee Satisfaction Survey 8 Steps in Process 9 Survey Design/Construction 11 Packaging and Layout of Survey 14 Section IV – Employee Satisfaction Survey Template 15 Section V – Employee Satisfaction Survey Report Template 21 Processing Survey Responses 22 Survey Report Content 24 Example 1 25
2013 Customer Satisfaction Survey Summary Report In 2013, INDOT conducted a satisfaction survey of our primary customers – Hoosier taxpayers – regarding the job that we do. More than 1,200 Hoosiers were surveyed and we obtained responses from at least 200 people in each of the six INDOT districts. This new customer satisfaction survey
written survey of TDHS staff and other service providers.1 The present study builds on the Families First Customer Satisfaction Survey, 2000 (Houston, Hadjiharalambous, and Magda, 2000) to further gauge customer satisfaction with the Families First program. Assessments of customer satisfaction are important tools for the management
One Blue Dot Eating patterns for health and environmental sustainability: A Reference Guide for Dietitians 16 Contents The IPCC’s 2018 report emphasises that livestock is by far the biggest contributor to dietary GHG emissions, and urgent changes are necessary if the target of a 1.5 C rise is to be achieved. In the report, as well as focusing on changes to farming practices . One Blue Dot .
