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New! Quarterly Benchmarking of Key Customer Service MeasuresQuarterly Benchmarking Overview
First Quartile Consulting is now offering benchmarking of key Customer Service measures on a quarterly basis. We're inviting any and all electric and gas utilities to join our community and compare and track your performance against your peers on 12 measures.
Why benchmark quarterly?
- Get comparisons to other top utilities quarterly. You no longer have to wait to get pertinent performance metrics and comparisons!
- Receive information in a timely fashion and use it to make changes to practices or staffing.
- Watch trends in performance, especially against your peers, to head-off any problems that might be arising.
Measures
We'll be tracking these standardized measures quarterly:
- Call Center
- Service Level (Percent of calls answered in 30 seconds)
- Average speed of answer
- Field Service
- Percent of field orders completed
- Disconnects per customers over 60 past due
- Meter Reading
- Meter reading errors
- Bills estimated due to a missed read
- Billing & Payment
- % of bills delivered electronically
- % of payments received electronically
- Bill accuracy
- Credit & Collections
- Net write-offs as a % of revenue
- Percent of customers over 60 past due
- Revenue Protection
- Revenue recovered as a % of spending on R.P.
Schedule of Events
| Regular due dates |
30 days following end of quarter |
| Reports issued |
45 days following end of quarter |
Pricing
Non-community members $4,950 (includes 4 Qtrs)
Community members** included in regular fee
** Join our 2011 benchmarking community (membership is $17,500) and receive the quarterly benchmarking free. |
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