A new year or new season is a chance to engage with customers and provide a value-add. Energy Summary Reports offering graphical breakdowns of monthly or annual energy usage can be mailed or emailed at these transition points, giving consumers insight into their household’s consumption habits and areas for improvement.
Sending year-end summary reports has been proven to increase customer satisfaction, as one utility that emailed Apogee’s personalized year-end summary reports to 40,000 customers found. The utility did an exhaustive study of the results, demonstrating:
- More than 15% boost in customer satisfaction among customer who received the reports.
- Zero negative impact.
- Desire among 90% of recipients to continue receiving the reports either annually or quarterly.
According to the study, recipients appreciated knowing where their energy dollars were going, and many liked that the recommendations were customized to their home, using their own billing information. J.D. Power and Associates consultants called these results “very significant.”