Everyone has heard of J.D. Power’s customer satisfaction surveys, but what value do utilities see from the company’s survey of residential water utility customers? That is the question EMA’s Martha Rodriguez and Terry Brueck addressed in their article, “Utility Perspectives on J.D. Power’s Market Intelligence,” published in the April 2019 Water Utility Executive.
This article is based on a panel discussion with water utility leaders at the Association of Metropolitan Water Agencies (AMWA) 2018 Executive Management Conference. The article presents some of the issues and concerns utilities have around using a purchased customer satisfaction survey and shares four utility leaders’ perspectives on the J.D. Power program and their own internal surveys.
AMWA members can access the full article at this link: https://www.amwa.net/article/utility-perspectives-jd-power%E2%80%99s-market-intelligence
If you’d like to learn more about how to use customer satisfaction data to improve your customers’ experience, please contact us.