Winners Announced in Energy Industry Benchmark Report
(PRWEB) May 31, 2017 -- Results in the 13th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems were announced on May 31 by IVR Doctors. The 2017 Report compares 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 12 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 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 2017 Report were rated using standards which the IVR Doctors can apply to any other company interested in inclusion in the Benchmark.
The 2017 Report is available 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.
2017 “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 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
JEA (Jacksonville, FL)
Tops in Aesthetics
Ameren Illinois (Collinsville, IL)
Ameren Missouri (St. Louis, MO)
The 12 “Balanced” Company Gold Stethoscope Winners can be found at: ivrdoctors.com.
Special Recognition goes to:
The Top Canadian Combination Utility: Manitoba Hydro
The Top Canadian Gas-only Utility: Union Gas Most Improved IVRs 2016-2017: Puget Sound Energy, Mid American Energy, Xcel Energy, & NV Energy (North) and NV Energy (South)
IVR Doctors, with over 20 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 ivrdoctors.com.
Peter Brandt, IVR Doctors, http://www.ivrdoctors.com, +1 (843) 849-7856, [email protected]
Share this article