MIdAmerican Energy Rated Tops in Energy Industry Benchmark Report

Share Article

100 Automated Phone Systems Evaluated in the 14th Annual IVR Doctors Report

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

MidAmerican Energy takes top honors in the 14th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released May 31 by IVR Doctors. The 2018 Report compares 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 13 companies whose automated telephone system is balanced across all rating categories.

“What distinguishes this report from others is its simultaneous views of an automated phone system from two perspectives: a caller’s experience using it 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 2018 Report were rated using standards which IVR Doctors can apply to any other company interested in inclusion in the Benchmark. No other consistent set of IVR design characteristics have been in place or proven effective in the utility industry over the 14 years of this Benchmark Report.

The 2018 Report is available online at ivrdoctors.com. As an additional benefit, Report buyers receive a customized teleconference with IVR Doctors, targeted specifically to their company’s automated system menus.

2018 “GOLD STETHOSCOPE” AWARD WINNERS
CATEGORY / COMPANY

Top Rated IVR System - Overall
MidAmerican Energy (Des Moines, IA)

Top U.S. Combination Utility       
MidAmerican Energy (Des Moines, IA)

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 Electric Cooperative
SMECO (Southern Maryland Electric Cooperative, Hughesville, MD)

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       
MidAmerican Energy (Des Moines, IA)

Tops in Functionality            
SoCal Gas (Los Angeles, CA)

Tops in Usability
MidAmerican Energy (Des Moines, IA)

Tops in Aesthetics           
Xcel Energy (Minneapolis, MN)

The 13 “Balanced” company Gold Stethoscope Winners can be found at: http://www.ivrdoctors.com/2018-balanced-companies.

Special Recognition goes to:

Top Canadian Combination Utility:
Manitoba Hydro (Winnipeg, Manitoba, CA)

Top Canadian Gas Utility:
Union Gas (Chatham, Ontario, CA)

Most Improved IVRs 2017-2018:  
CPS Energy (San Antonio, TX), Chesapeake Utilities (Dover, DE), and Florida Public Utilities (Fernandina Beach, FL)

IVR Doctors, with over 25 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. For more information, visit ivrdoctors.com.

Contact:
Peter Brandt  | peter(at)ivrdoctors.com | (843) 849-7856 
Mark Camack | mark(at)ivrdoctors.com  | (503) 449-5940     # #

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Peter Brandt
IVR Doctors
+1 (843) 849-7856
Email >

Mark Camack
IVR Doctors
(503) 449-5940
Email >
Visit website

Media