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

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Automated Phone Systems Evaluated in the 12th Annual IVR Doctors Report

With this information, companies can build and adapt these best practices into their own strategies.

Results in the 12th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems were announced on May 31 by IVR Doctors. The 2016 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.

“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. Our clients prove that success in both areas is not mutually exclusive,” said Peter Brandt, IVR Doctors’ co-founder.

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.  “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 2016 Report were rated using standards which the IVR Doctors can apply to any other company wishing to be included in the Benchmark.

The 2016 Report is available 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.


Top Rated IVR System - Overall
SoCal Gas (Los Angeles, CA)
Top U.S. Combination Utility       
LG&E (Louisville, KY)

Top U.S. Electric Company       
Pacific Power / Rocky Mountain Power (Portland, OR / Salt Lake City, UT )

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       
Pacific Power / Rocky Mountain Power (Portland, OR / Salt Lake City, UT )

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           
Ameren Illinois (Collinsville, IL)
Ameren Missouri (St. Louis, MO)

Special Recognition as the Most Improved IVR 2015-2016:         
Rappahannock Electric Cooperative (Fredericksburg, VA)

Twelve 2016 Gold Stethoscope Award Winners for “Balanced” company performance 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://ivrdoctors.com.

Peter Brandt  | peter(at)ivrdoctors(dot)com | (843) 849-7856 
Mark Camack | mark(at)ivrdoctors(dot)com | (503) 449-5940

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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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