What distinguishes this report from others is its simultaneous views of an automated phone system from two perspectives: the caller’s experience and and a company’s experience managing it. Success in both areas is not mutually exclusive.
(PRWEB) May 30, 2014
Results in the 10th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems were announced on May 30 by IVR Doctors & Market Strategies International. The 2014 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, as well as to 17 companies whose automated telephone system is well balanced across key rating categories.
“What distinguishes this report from others is its simultaneous views of an automated phone system from two perspectives: the caller’s experience and 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, 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 callers.”
The 100 companies evaluated in the 2014 Report were rated using standards which the IVR Doctors can apply to any other company wishing to be included in the Benchmark.
The 2014 Report is available for purchase online at http://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.
2014 “GOLD STETHOSCOPE” AWARD WINNERS
CATEGORY / COMPANY
Top Rated IVR System - Overall
JEA (Jacksonville, FL)
Top U.S. Combination Utility
LG&E (Louisville, KY)
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
SoCal Gas (Los Angeles, CA)
Tops in Functionality
SoCal Gas (Los Angeles, CA)
Tops in Usability
JEA (Jacksonville, FL)
Tops in Aesthetics
JEA (Jacksonville, FL)
Click here for a list of Balanced Company award winners.
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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. 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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