Annual Customer Service Benchmarking

Our Customer Service Benchmarking study includes ...

·         With the help of our Community Leaders we continue to improve, streamline and focus the study.

·         We continue to improve our data entry software

·         We're modifying our detailed research track to build on information we already have and provide real-world solutions and practices that our community members can act on.

Core Benchmarking Subject Areas

We benchmark cost, service, and in where functionally possible, safety in the following areas:

·         Customer Contact (Call Center, Local Offices, Internet and E-mail, Mail and Faxes)

·         Self Service Channels and Multi-Channel Integration

·         Meter Reading

·         Field Service

·         Bill Preparation and Issuance

·         Payment Receipt and Processing

·         Credit & Collections (Office and Field)

·         Revenue Protection

·         Customer Information Systems

·         Customer Channels

·         Customer Satisfaction

Discussion Topic Areas

Research areas in the past 4 years have included the following. These change annually based on the needs of our benchmarking community:

In 2012 we'll change the format from primary and secondary research to discussion topics that allow for a free exchange of ideas between utilities to provide real-world solutions.

2012 Pricing

First Quartile provides a simple 2-tier price structure from which to choose. Pricing ranges from $17,500 for Community Membership to $25,500 for Community Leadership.  Contact us for more information about the benefits of Community Leadership!