At this year’s 2013 TSE Services Member Satisfaction Summit we heard how electric utility cooperative members use customer satisfaction research to more fully engage with consumers and improve their products and services. Member engagement, member satisfaction and best practices were trending topics for speakers at the summit as different cooperatives shared the challenges they face and how those issues are being resolved. Here's what some companies are saying about customer satisfaction research:
After attending the 2013 EMACS and my 5th Chartwell conference, the trending strategies for utilities is becoming clear: Listen. Connect. Understand. Participants at the conference show us how they're doing this: Listening leads to better business.
So you’ve built your custom online panel. Now, how can you make sure the resource is being used effectively? Your consumer panel functions as an extension of your brand and needs to be cared for, like any other valued resource. The most important thing to remember about your custom panel is that it is comprised of people. They are your customers first and foremost, so it is extremely important for it to be carefully and actively maintained, without being overused. In addition to managing the frequency of survey invitations, there are a number of other key areas that require focus and attention.
Custom online panels are very popular with market researchers within electric utilities. Designed and used properly, they are powerful assets in the research department and throughout the entire electric utility organization.
Shopping for clothes isn’t always an easy task. There are a number of decisions that need to be made to make sure that you go home with exactly what you want. Is it the right style? Is it durable? How much can I afford to spend?
Plenty of people like hot tea. Many others love iced tea. Anyone for lukewarm tea? Didn’t think so. Well, if you’re launching new products and expensive advertising campaigns without segmenting your customers, you might as well be serving lukewarm tea. Too many companies develop products, services, features, and ad campaigns that attempt to satisfy the average customer or the average preferences of their customers. Here’s the catch: there isn’t an average customer.
Building an online panel with the right composition of panelists is a lot like cooking vegetable soup. Depending on your personal taste and preferences (as well as budget), you bring together a variety of ingredients and stir.
Panelist X is an African American male in his early 30’s living in Seattle, Washington. He works part time while attending graduate school and is married with a young child. His hobbies include reading, racquetball, and doing work around the house.
Do you have a custom online panel, or are you considering one for 2012? Make sure you avoid these common mistakes (highlighted in the slides below) to get the data you need.