By Russ Henderson, Research Manager –
Join us for next week’s webinar to learn how Louisville Gas & Electric and Kentucky Utilities have improved customer satisfaction by providing more accurate and timely estimated times of restoration (ETRs) to customers during service outages.
During an outage, customers want to know when their lights are going to come back on. And when their utility supplies an ETR, they expect it to be accurate.
Like many utilities, LG&E and KU for a long time relied on default estimated times of restoration – no matter the circumstances, customers were told that their power would be restored within a few hours. Surveys, however, revealed that this practice was not satisfying customers.
Over the course of the past few years, LG&E and KU embarked on a three-phased project to improve the accuracy of ETRs delivered to customers. Among other things, the effort included:
• Expanding the number of default ETRs from 12 to more than 400 estimates tailored to specific locations.
• Training field technicians to enter updated estimates prior to the expiration of the initial estimate.
• Implementing data accuracy parameters for validating ETR information entered into mobile devices by field staff.
• Creating automatic notification tools and processes for expiring ETRs.
The effort resulted in measurable ETR accuracy improvements, as well as customer satisfaction improvements as measured by J.D. Power and Associates.
Join us next Wednesday, Sept. 19 at 2 p.m. Eastern to learn more about LG&E’s transformation of the ETR experience to improve customer satisfaction. Click here to register.