Decrease Customer Effort to Improve Satisfaction

Wed, 2015-06-10 11:05 -- SCC Staff

The West Monroe Partners' 2015 Customer Effort Index in Utilities study found, as this white paper explains, that utilities gain more credibility and support by proactively designing customer interactions as “effortless” as possible across channels.  In the white paper linked below, West Monroe Partners, a Council Associate Partner,  identify "customer effort leaders" in electric, water and gas utilities and explain the practices they use to reduce customer effort.

8 pages