A fundamental component of customer retention in major energy users supply is customer satisfaction

Research and Markets have announced the addition of the 'Delivering to Customer Expectations in Major Energy Users Supply report to their offering.

(PRWEB) December 7, 2003 --A fundamental component of customer retention in major energy users supply is customer satisfaction, which will arise if suppliers meet the service expectations of their clients. Based on 1,500 interviews with buyers, this report identifies their expectations, analyses the preferences of different customer groups and assesses suppliers current performance in meeting customer requirements.

Scope

Analysis of the customer service expectations of 1500 major energy buyers in 6 markets, coupled with customer segmentation according to requirements

European benchmarking including comparison of over 20 suppliers' performance in meeting expectations across key service dimensions

Recommendations for optimal customer service resource allocation based on service expectations and suppliers' performance in fulfilling them

Summary of major energy users current and future switching behavior, and the non-price motivations for switching in 6 core European markets

Report Highlights

In five out of the six markets assessed, there is a positive correlation between the share of customers who are either likely" or very likely" to remain with their supplier at their next contract renewal and the suppliers overall customer service score. At 100% the correlation is strongest in France, followed by Italy at 94%.

Datamonitors survey has revealed that most buyers prefer a distant transactional" model of their service relationship. Their greatest expectations concern bill accuracy, contract negotiations and efficient response to queries, whilst ongoing advice on products and services and frequent supplier contact were rated as the least important aspects.

German suppliers are closest to meeting the customer service expectations of their customers, achieving a score of 96% satisfaction. This is closely followed by France at 95%. The worst national performer is Spain, which achieved a score of 80% satisfaction. At the supplier level, Frances SNET and Vattenfall Europe are the top European players.

This report is designed to:

Justify investment in customer service to senior management and allocate resources to the genuinely important aspects of customer service.

Increase customisation by understanding the unique expectations of different customer segments according to their consumption and purchasing patterns.

Understand your key strengths in the customer service arena and know where to exploit the weaknesses of competitors

For a complete index of this report click on http://www.researchandmarkets.com/reports/41481

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