New for 2010: Quarterly Benchmarking of Key Service Measures. First Quartile will be conducting quarterly benchmarking of key customer service measures such as Average Speed of Answer, Meter Reading Accuracy, Customer Delinquency and 9 other important measure. Don't miss out on this opportunity to get "real-time" information for making changes to your practices and improve performance. E-mail: debi.mclain@1qconsulting.com
|
Utility Customer Service BenchmarkingJoin our 2010 Customer Service Benchmarking Community.
New for 2010
We're kicking of our 2010 Customer Service Benchmarking study and are excited about some new features we've added:
- First, we'll be collecting quarterly data on key service measures so that companies can get a more real time understanding of their performance against their peers.*
- Secondly, in addition to our normal research efforts, we're adding interest groups where companies can come together to talk about current topics that need a quick response.
- Finally, we're continuing our detailed research track that takes us in-depth into key areas of concern in customer service.
Study Overview
A utility Customer Service benchmarking community designed to deliver comprehensive performance benchmarks and detailed analysis of best practices, through a two-track research process. The first track uses a standard questionnaire to collect performance measures, demographics, and practices across the full range of customer service functional areas.
Annual Areas of Study
- Customer Contact (Call Center, Local Offices, Internet and E-mail, Mail and Faxes)
- 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
The second track focuses on detailed research in this year’s chosen research areas of: Credit & Collections in 2010; Contact Integration; Meter-to-Cash Process.
Research from 2009 included: The second track focuses on detailed research in this year’s chosen research areas of: Credit & Collections, especially in this time of economic uncertainty and First Contact Resolution and making it part of the entire customer experience.
For more information, download our
CUSTOMER SERVICE BENCHMARKING PROSPECTUS
Integrated Solution
We offer an integrated solution to achieving continuous improvement through benchmarking.
Benefits to Community Members
- Key historical information on performance metrics gathered to show a three year history
- Assistance at an on-site kick-off meeting to help get you started, organize, and bridge past efforts
- Participation in comprehensive Data Review Conference
- Detailed, useful reports and analysis
- Individual company profiles of performance, demographics, and adoption of best practices
- Attention to demographic differences by creating panels of like utilities
- Interactions with the benchmarking community
- Case studies on significant performance improvement initiatives within the panel
- Participation in “second track” research and related Community blogs and webinars
- Participation in the Community Insights Conference that summarizes the years benchmarking study, findings, analysis and research
- Highly responsive service to requests/inquiries
Benefits to Community Leaders
Community Leaders get all of the benefits that Community Members receive. In addition, they receive the following:
- Ability to set the direction for annual enhancements to the benchmarking program
- Opportunity to ensure that their key corporate “KPIs” are included.
- Chance to select specific practice areas for research
- On-site data review and diagnostic assessment meeting
- On-site presentation to management team on gaps and opportunities
Utility Customer Service Leaders for 2010:
- Baltimore Gas & Electric
- CPS Energy
- Entergy
|
- E.ON-U.S.
- Exelon - PECO & ComEd
- Hydro-Quebec
|
|
Detailed Schedule of Events
Pricing
| Description |
Price |
| Community Leadership |
$25,500 |
| Community Membership |
$17,500 |
A nominal fee for additional operating companies may apply.
*If desired, a company can participate in the quarterly benchmarking data collection effort only for $4,950. Payment in full is required at the start of the year.
|