When it comes to customer experience, there are three important areas of focus: 1) engagement metrics; 2) customer satisfaction (CSAT); and 3) program adoption.
Taking a closer look at CSAT, utilities care about CSAT and industry-standard measures of satisfaction such as J.D. Power reports because demonstrating customer satisfaction is an important proof point when advocating for programs with regulators.
Bidgely CRO Guatam Aggarwal discusses data-driven customer engagement and how PacifiCorp leveraged data science to boost their energy efficiency outcomes by 2.7% and lift their CSAT scores to 85%.
