Energy CCAs
What We Can Do For CCAs
- Marketing evaluation & brand awareness tracking
- New product development
- Customer segmentation
- Messaging strategy and measurement
- Operational performance & customer satisfaction
- Program satisfaction measurement
- Price optimization and elasticity
- Marketing mix analysis
- Customer journey mapping
How ReconMR Helped a Major IOU Track Customer Satisfaction
Challenge: A major California IOU sought to support the design of, and the monitoring of the execution of operational plans that sought to optimize the share of each customers wallet.
Solution: An Operational Performance Satisfaction (OPS) study was deployed. Such a study articulates the manager-intended customer experiences across all touchpoints, and, in a classic failure-rate design, monitors the share of customers for whom the intended experience do not happen. In analysis, the impact of such failures on customer loyalty is determined. The frequency of failing, combined with the impact, provides managers with specific experiences that should be prioritized to maximize the impact on loyalty.
Results: Over a 5-year period, the client improved its customer loyalty index from 50% to 67% and it’s customer (positive) experience index from 42% to 66%.
Multi-Modal Data Collection, Insights, & Powerful Analytics
We leverage innovation and proven research methods to produce highly representative and reliable survey research results, time and time again. Over 30 years of data collection experience combined with our analytics and insights capabilities make us the ideal research partner.
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