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US CallMiner Churn Index for Utilities Organizations

CallMiner commissioned a survey two years ago which we repeated this year to find out why U.S. consumers leave providers, and to see what has changed since our last survey.

This report takes a detailed look at the responses from individuals in the U.S. who switched gas or electric providers in the last 12 months and demonstrates the pivotal role that call centers play in whether customers stay loyal or decide to switch.

Our findings uncovered how important it is for gas and electric providers to:

  • Treat customers fairly and reward them for loyalty
  • Have knowledgeable, intelligent & skilled ‘super-agents’
  • Run effective self-service and automated channels 

In order to keep happy and loyal customers.

Download the report to find out more.

Previous Flipbook
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