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Services Benchmarking Study – Key Performance Indicators for the Utilities Sector

We recently launched the Services Benchmarking Study, designed to help brand owners understand how their organisations rate across a variety of metrics; including overall customer satisfaction, NPS and Customer Effort.

For the utilities sector when it comes to customer satisfaction, the UK’s gas, electricity and water providers face a real challenge. Where people are time poor and increasingly squeezed financially, providing a customer experience that meets their expectations is increasingly difficult. As shown in our study, whist financial reasons dominate, almost 1 in 5 consumers state that poor customer experience is the main reason for cancelling a contract; a huge warning to all providers.

Download our infographic which provides an overview of findings across the utilities sector including:Utilities

  • Breakdown of KPI metrics for energy providers and water companies
  • What customers really mean by a poor customer experience
  • The role of switching – just how common is it?
  • Key methods for making contact with customer services
  • The key reasons for cancelling a contract

The Services Benchmarking Study has compared providers’ big and small, detailing in-depth information of how your company has performed against the competition.

Here at SPA Future Thinking we utilise Their Voice our bespoke Voice of the Customer programme to help leading blue chip organisations achieve greater customer engagement and improved business performance.

If you’d like to know more about our Services Benchmarking Study and find out how your business compares please contact Craig Strudley on +44 (0)1865 336 400

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