eTouchPoint Collects CX Feedback from More Than One Million Natural Gas Customers
In early 2016, a premier natural gas utility selected eTouchPoint as its customer experience (CX) solution provider. The utility’s new CX program measures customer satisfaction and employee compliance with key customer experience areas after customer interactions.
With eTouchPoint, the utility secures quantitative customer feedback on contractors and employee performance along with unstructured customer verbatims that can be used for coaching and insight. eTouchPoint is also consulting with the client on the rollout of a best practice closed loop alerting process for following up with dissatisfied customers. This process relies on eTouchPoint’s real-time customer alerts and Action Alerts module to notify field managers when customers are dissatisfied.
Following a deployment that included survey design, the launch of eTP’s CX and feedback gathering platforms, and user training, the utility now uses eTouchPoint to disseminate customer feedback company-wide. Managers easily leverage the CX feedback to follow up with customers who experience issues, highlight wins in the service chain, analyze themes in customer verbatims, and coach employees with the goal of improving the overall customer experience.
Author: Connie Harrington
Connie is a content strategist and serves as managing editor of the eTouchPoint blog. Possessing 15+ years of international experience across five continents, her focus areas include: customer experience management, customer contact management, communications planning, content marketing, email marketing, and employee engagement. Previously, she held marketing and communications leadership positions at CGI, Mindwrap, and TEOCO. She earned a B.A., cum laude, from the College of William and Mary in Virginia.