IVR Doctors Announce Winners in 100-Company Energy Industry Benchmark Report

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Automated Phone Systems Evaluated in the 11th Annual Report

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What distinguishes this report from others is its simultaneous views of an automated phone system from two perspectives: the caller’s experience and a company’s experience managing it. Success in both areas is not mutually exclusive.

Results in the 11th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems were announced on May 5 by IVR Doctors. The 2015 Report rates 100 energy utility automated telephone systems in the U.S. and Canada.
 
“Gold Stethoscope” recognition was awarded to winners in 12 categories, including Top Overall Company; Top Electric, Gas, and Combination Utility; and Top Canadian Utility, as well as to 14 companies whose automated telephone system is well balanced across all rating categories, and to the Most Improved IVR 2014-2015.

“What distinguishes this report from others is its simultaneous views of an automated phone system from two perspectives: the caller’s experience and a company’s experience managing it. Success in both areas is not mutually exclusive,” said Peter Brandt, IVR Doctors’ co-founder and report author.

The Report identifies automated telephone systems that successfully balance company objectives and customer preferences in three key rating categories: functionality, usability, and aesthetics, the major drivers of customer satisfaction and system utilization.

“With this information, companies can build and adapt these best practices into their own strategies,” said Mark Camack, IVR Doctors’ co-founder and report author.  “The Report also highlights common design mistakes and demonstrates clearly how those errors can have a negative impact on a company and its customers’ experience.”

The 100 companies evaluated in the 2015 Report were rated using standards which the IVR Doctors can apply to any other company wishing to be included in the Benchmark group.

The 2015 Report is available for purchase online at ivrdoctors.com. As an additional benefit, Report buyers receive a customized teleconference with the IVR Doctors, targeted specifically to their company’s automated system menus.

2015 “GOLD STETHOSCOPE” AWARD WINNERS
CATEGORY / COMPANY

Top Rated IVR System - Overall
JEA (Jacksonville, FL)
        
Top U.S. Combination Utility       
Ameren Illinois (Collinsville, Illinois)

Top U.S. Electric Company       
JEA (Jacksonville, FL)

Top U.S. Gas Company
SoCal Gas (Los Angeles, CA)

Top Municipal Utility
JEA (Jacksonville, FL)

Top Canadian Utility
Hydro One (Toronto, Ontario)

Top Canadian Electric Company
Hydro One (Toronto, Ontario)

Top "Touchtone-only" system       
JEA (Jacksonville, FL)

Top "Press or Say" system       
SoCal Gas (Los Angeles, CA)

Tops in Functionality            
SoCal Gas (Los Angeles, CA)

Tops in Usability
JEA (Jacksonville, FL)

Tops in Aesthetics           
DTE Energy (Detroit, MI)

Also, Special Recognition as the Most Improved IVR 2014-2015 goes to:      
Entergy (New Orleans, LA)

Balanced company award winners can be found at http://www.ivrdoctors.com/#!2015-benchmark-balanced/c1gtf.

The IVR Doctors, with over 40 years of market research, usability consulting, marketing and call center management experience, specialize in automated phone system diagnostics and optimization. Their practice, with an energy utility specialty, is not limited to a single industry and covers companies large and small. Visit http://www.ivrdoctors.com.

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Peter Brandt
IVR Doctors
+1 (843) 849-7856
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Mark Camack
IVR Doctors
(503) 449-5940
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