Award Winners Announced In 100-Company 
Energy Industry Benchmark Report

Automated Phone Systems Evaluated in the 9th Annual IVR Doctors & Market Strategies International Report

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What distinguishes this report from others is its simultaneous views of an automated phone system from two perspectives: callers who use them and companies who manage them. Success in both areas is not mutually exclusive.

(PRWEB) June 02, 2013

Results in the ninth Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems were announced on May 31 by IVR Doctors & Market Strategies International. The 2013 Report rates 100 energy utility automated telephone systems in the U.S. and Canada.
 
“Gold Stethoscope” recognition was awarded to winners in 13 categories, including Top Overall company; Top Electric, Gas, and Combination utility; and Top Canadian utility.

“What distinguishes this report from others is its simultaneous views of an automated phone system from two perspectives: callers who use them and companies who manage them. 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, key areas that drive 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 callers.”

The 100 companies evaluated in the 2013 Report were rated using standards which the IVR Doctors can apply to any other company wishing to be included in the Benchmark.

The 2013 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. Winners in the “Balanced Systems” category are listed there, as well.

2013 “GOLD STETHOSCOPE” AWARD  WINNERS
CATEGORY / COMPANY

Top Rated IVR System - Overall
JEA (Jacksonville, FL)
        
Top U.S. Combination Utility       
DTE Energy (Detroit, MI)

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 Gas company
Union Gas (Chatham, Ontario)

Top Canadian Electric company
Hydro One (Toronto, Ontario)

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

Top "Press or Say" system       
Hydro One (Toronto, Ontario)
Tops in Functionality            
BGE (Baltimore, MD)                   

Tops in Usability
JEA (Jacksonville, FL)

Tops in Aesthetics           
Hydro One (Toronto, Ontario)

The IVR Doctors have over 30 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. See  http://www.ivrdoctors.com

Market Strategies International is a full-service market research firm with expertise in energy utility market research, in addition to other sectors (e.g., healthcare, telecommunications, technology and financial services) and specializes in customer satisfaction, transaction research and predictive modeling.  http://www.marketstrategies.com

Contacts: The IVR Doctors
Peter Brandt  | peter(at)ivrdoctors(dot)com | 843.849.7856 
Mark Camack | mark(at)ivrdoctors(dot)com  | 503.449.5940


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