Do Longer Service Level Times Impact Customer Satisfaction? – Not Always

Date: Wednesday, January 13

Time: 2 – 3 PM ET

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Nova Scotia Power was faced with the challenge to improve the service level for completion of streetlight repairs. Extending the service level time was the initial solution, but the team also decided to improve communications with customers instead of just relying on service levels. The result was increased transactional satisfaction with the streetlight repair experience as well as reduced overtime for field staff.

Please join us to learn more about:

  • Continuous Improvement initiatives
  • Transactional Satisfaction Drivers
  • Customer Communications


  • Nicole Cadek – Customer Experience Manager, Nova Scotia Power


  • I.S. Dunklin – Director of Data Analytics and Research, Chartwell Inc.
2020 benchmarks billing cx outage q4