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PNM VoC Program Leverages Surveys to Improve CSAT, Operational Efficiencies

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In 2019, PNM launched a holistic survey program to improve the ways in which the utility gathers, leverages and responds to customer feedback. The Voice of the Customer (VoC) program created an omni-channel experience that allows residential and commercial customers to provide continuous feedback through a series of longitudinal surveys. The Program took home an Honorable Mention in Chartwell’s 2021 Best Practices Awards in Customer Service.

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