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2016 Public Power Customer Service Survey Report

This publication details the results of a 2016 survey of customer service practices at public power utilities. Nearly 300 utilities, ranging in size from 209 to 620,000 customers, participated in the survey. While customer service programs vary from utility to utility, this report provides public power professionals and policymakers a baseline for developing and improving their own customer service programs.

The report covers these customer service policies and practices:

·         Application for service;

·         Security deposits;

·         Meter reading;

·         Billing services;

·         Bill payment;

·         Special customer programs;

·         Non-payment disconnections;

·         Customer service centers and call centers; and

·         Customer service communications and technology.


·         Summary of results for each area

·         Detailed charts and graphs of survey results

·         List of participating utilities

A must read for: 

·         General managers/CEOs

·         Senior utility executives

·         Policymakers

·         Customer service managers, supervisors, and representatives

·         Communications professionals

·         Human resource professionals

Published 2017, 100 pages.

Member: $50

Nonmember $100



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