US Utility Provides an Outstanding Customer Service Experience


Global marketing information firm J D Power & Associates has certified four Ameren company customer contact centres as providing “an outstanding customer service experience”. The recognition came after a site visit by J D Power auditors, who examined the utilities’ internal processes, and a customer satisfaction survey which asked customers to rate the contact center agents on attributes such as courtesy, knowledge and concern for customer needs.

Ameren has recently introduced the FoCUS programme – a survey and reporting system that allows it to get specific comments and inputs from customers. This, together with a range of payment options and added online services, and improvements in storm restoration and communications, all contributed to the certification, which lasts one year; recertification depends on the results of a further customer survey.