Measuring the Customer Outage Experience

摘要

For 2013, this column has been dedicated to the discussion on how utilities can enhance outage communications. Utilities are bullish about enhancing the customer outage experience by operationally improving performance and communicating more frequently and accurately with customers on outage restoration status.Utilities will know they have succeeded in improving their customers' experience when customers tell them, as part of customer satisfactions surveys. The downside to customer satisfaction survey measurement is that it is a lagging measure. Metrics that a utility monitors regularly and in real-time indicate what is most valuable to customer satisfaction. It is important for utilities to have these leading indicators in place to monitor and manage customer outage communications.