During fiscal year 2018, Citizens Energy Group received positive results related to customer satisfaction.
Among other companies using ForeSee to collect customer satisfaction data, Citizens scored significantly higher in two specific areas of customer interaction – website and contact center.
Customers who use the Citizens website or call into the contact center are asked to take a survey. The average satisfaction score among more than 340 other companies (including national retailers, fast food restaurants, and hotel chains) for website interaction via a computer was 67.7 out of 100; Citizens scored an 84. And, for website interaction via mobile devices, Citizens received a satisfaction score of 87.2.
Citizens’ satisfaction score for the contact center was 80.9, with the average among nearly 50 other companies’ contact centers (including those of national retailers, insurance companies, and other utilities) being 75.2.
“We are very pleased with these results and how we compare against other companies,” said Jeff Ford, Director, Billing and Customer Service. “By demonstrating the best practices of owning the customer experience, our employees are making a positive difference.”
Besides surveys for website and contact center interaction, ForeSee also conducts surveys for Citizens about case manager support and field services. In addition, a survey is sent to randomly chosen customers every month to gauge all aspects of the customer experience. The fiscal year overall score, called the Customer Relationship Measure, is the basis for Citizens Energy Group employees’ STIP pay. For FY2018, Citizens scored 71.2, similar to the 2017 result of 71.5.
Customer Relationship Measure survey results are posted at the beginning of each month on the iTrust home page and monitors throughout Citizens facilities.
“One of our long-term goals at Citizens is to improve customer satisfaction year over year,” said Ford. “We want to remind employees that they play an important role in achieving this goal and encourage them to continue to be good Citizens ambassadors in their daily interactions.”
