Utility
Customer Experience for Utility
With a prepackaged solution tailored to the utility industry, you can launch your new customer experience feedback program today.
Learn and implement best practices on how to measure, understand and act on customer experiences across electricity supply, water supply, garbage management,
EV chargers, telephony, internet, streaming etc.
Ignite your customer experience program for both B2C and B2B customers across marketing, sales, delivery, customer service and loyalty.
Why NPS Works for Utility
Customers expect their electricity, water, internet, and other utility services to “just work.” But when things go wrong – or feel unclear – your response defines the customer experience. With NPS, you can measure feedback across the entire journey: from onboarding and self-service to billing, support, and service disruptions.
The NPS method is ideal for utilities because it’s:
- Robust – Fits both B2C and B2B segments across all touchpoints
- Timely – Captures feedback in the moment and enables quick action
- Cost-reducing – Prevents escalation of issues through early insight
- Trust-building – Shows customers you listen, care, and act
Feedback Across the Utility Customer Journey
With NPS for Utility, you can easily gather customer feedback at key touchpoints and channels throughout the customer journey. Engage customers with relevant questions about their experiences at the right moments. Simplify the feedback process with short CSAT or CES surveys to gain deeper insights and identify the main priorities for action and improvement.
NPS for Utility includes best-practice templates and plug-and-play integrations, enabling you to get started without extensive consultancy or costly IT projects.
Here are some utility survey program examples
Attract New Customers
Embed or pop-up surveys on your website and in marketing mails to collect feedback on how to improve your offerings and content.
Outbound & Inbound Sales
Measure customer experience engaging with your outbound & inbound sales teams. Identify likeness to become customer or reasons not to buy. Monitor agent performance and need for coaching. Did prospects get the right information and the right offer? Did they have a great experience with the agent?
New Customer
Ensure new customers feel welcome and have all the information they need. Take proactive steps to address any uncertainties and questions and size opportunities for up-selling and cross-selling.
Orders
Get customer confirmation, that new orders, products and subscriptions are as agreed. Verify if something is missing and assess whether additional services might be relevant.
Onboarding & Delivery
Make sure new and existing customers got exactly what was agreed and are happy with delivery and service. Make automated tasks, to take actions to correct errors and misunderstandings.
Field Service & Repair
Get feedback on your booking process. Make sure the field visit went well, and installation, repair or service is complete and successful.
Customer Service
How easy was it to get the right service and answers? Was your problem solved in a satisfactory way? Did the agent understand you well?
Billing & Self Service
How easy was it to understand your usage and billing. How easy was it to serve yourself?
Cancellation
Figure out why customers cancelled and indentify possible actions to win back the business or customer.
Get Rid of Survey Silos & Scale Confusion
With departmental and team-based needs for customer feedback and with customer transactions across multiple touchpoints and channels, many utility companies end up with system-based survey silos using different formats, scales, and metrics.
Fragmented survey programs, inconsistent formats, and varied reporting make it difficult to understand customer satisfaction across the entire customer journey.
One Common Customer Pulse
With a unified customer feedback format, everyone speaks the same language and understands whether a 5 rating is good or bad. Customer-facing employees can act proactively based on a shared view of customer satisfaction pulse, rather than relying solely on departmental or single-transaction feedback.
One Cross-Platform CX Solution
To implement a consistent feedback approach across the customer journey, you need a shared cross-platform and omnichannel survey solution. This allows you to manage survey campaigns, triggers, send-outs, and set anti-spam rules across all your customer engagement systems from one shared platform.
With the nps.today standard Plug-ins and Connect Kit, you can easily integrate into all your customer engagement systems. Some integrations are two-way, enabling timely, automated send-outs as well as response data visibility within your daily tools for proactive customer management and corrective actions.
Check out nps.today cross-platform support and plug-in solutions here
CRM
Monitor Customer Pulse and satisfaction history. Set-up alarms and actions based on average rating targets. Automate annual or more frequent classic NPS-surveys using master data.
Contact Center
See feedback history within new conversations. Trigger relevant timed surveys after all conversations across all channels, including telephone, e-mail, chat, SoMe etc.
Case Management
See feedback history on customers and tickets. Create or re-open tickets for follow up actions, based on unresolved cases or bad experience.
Field Service
View customers feedback history before visits. Trigger surveys after installations, service, or repairs. Create or re-open tickets for follow up actions on unresolved service or bad experience.
Share & Monitor Feedback
Empower your organization to take immediate action on customer feedback. Provide access to real-time feedback within the tools employees already use, or via notifications, web apps, or mobile. This includes personal performance dashboards, department-level views, and customer journey overviews.
Display feedback on office monitors, in team meetings, or in dashboards to build a culture of continuous improvement and shared success.
Set up alerts and workflows to make sure negative experiences are addressed promptly by the right team members.
Get the Reasons –
Analyze and Act on Facts
Understand customer experiences and ratings better with intelligent feedback analysis.
Use pre-defined reason mapping or AI-driven feedback analysis to reveal patterns, sentiment, and drivers of satisfaction. Combine quantitative scores with qualitative insights for full context.
With Power Dashboards for Utility, you can slice and dice response data by product, region, service type, or customer profile. Discover what detractors, passives, and promoters are saying – and why – across every branch or transaction type.
Easy Implementation with Best Practices
Leverage plug & play integrations and industry-specific solutions from nps.today for Utility. Access a proven approach, industry templates, and inspiration for your CX program – based on numerous successful implementations in utilities, telecommunication sectors.
Utility customers we already helped:
Ready to Simplify and Elevate Your Customer Experience?
Start with a demo – and experience the power of one scale and one platform.