Presentation

Webinar: JD Power’s 2020 Utility Residential Customer Satisfaction Study

Presented, November 12, 2020

Join Apogee Interactive’s Executive VP, Jim Malcom, and J.D. Power’s, Managing Director, John Hazen, for a one-hour, in-depth look at the new 2020 Utility Customer Satisfaction Study highlighting the residential utility customer’s experience and the impacts made by COVID-19. The 2020 study measures residential customer satisfaction with large and midsize electric utility companies in four US regions: East, Midwest, South, and West. During this one-hour presentation, we will examine satisfaction across six factors: Power Quality and Reliability; Price; Billing and Payment; Communications; Corporate Citizenship; and Customer Care. The study also analyzes residential customer perceptions of the utility’s presence and its impacts on utility Net Promoter Scores. We will also discuss best practices and analyses of high-performing electric utilities.

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