Utilities, Customer Engagement


BUSINESS SITUATION: A Fortune 500 energy company needed to increase rates given higher costs of operations and needed to convince the government that the rate hike would not make customers dissatisfied.


RESEARCH OBJECTIVES: To demonstrate the resilience of customer satisfaction with the utility provider after a rate hike.


METHOD: Burke survey based customer satisfaction data for individual households for multiple periods of time, where a rate hike was implemented in between these multiple periods.


OUTCOME: Though our investigation and analyses, we were able to demonstrate that while there is an observable dip in customer satisfaction in the immediate period after the rate hike, these drops rebound over the next few months. We were also able to identify the key drivers of customer satisfaction in the periods that precede and follow the rate hike, so that the utility provider could focus on them to expedite the resilience of customer satisfaction scores in the periods that follow the rate hike. For example, clear communication on the reason for the hike, e.g. higher costs of operations, was identified as a key driver toward assuaging negative customer perceptions of the rate hike.




Utilities, Customer Engagement


BUSINESS SITUATION: A utility company with over 1.5 million retail customers contracted with Burke to examine how specific call center interactions were impacting customer attrition.


RESEARCH OBJECTIVES: The client wanted to minimize attrition, especially among customers with a high lifetime value potential.


METHOD: Burke conducted extensive analysis between three sets of data – internal call center metrics such as hold time and wait time, customer experience with the call center transaction measured through a survey instrument, and customer behavior such as churn measured for the post-interaction period. Analysis of tens of thousands of data point provided us with the ability to link these disparate sources of data to identify the impact of specific call center processes on customer experience, and the impact of customer experience on their relationship with the utility provider.


OUTCOME: As a result of Burke’s research, satisfaction and attrition rates improved through a differentiated approach to assigning service representatives to calls, managing wait times and executing late fee policies – based on a customer’s history with the client.