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Residential Customer
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Customer Solutions
Residential Customer
Emerging Energy Solutions for Residential Customers In partnership with the Institute for Electric Innovation, EEI released a collection of more than 35 case studies that describe how EEI member companies are using data and technology to advance customer services and solutions in five key areas: smart home energy management; online energy marketplaces; low- to moderate-income customer solutions; and residential bill payment options.
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Emerging Energy Solutions for Residential Customers Residential Customer Experience Template EEI, in collaboration with member companies, developed a residential customer experience template that identifies standard levels of service, transitional levels of service, and leading levels of service in four key residential customer focus areas:
- Bill management/payment solutions
- Customer service personalization/service options
- Customer solutions
- Customer-centric culture
Each of these four focus areas is further divided into sub-areas and the three levels of service are defined. For more information on the customer experience template, please contact Lorraine Watkins at lwatkins@eei.org.
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EEI Customer Centricity/Residential Customer Experience Template (Members Only) DataSource Benchmarking Database In 2019, EEI Customer Solutions completed the 2019 DataSource Survey focused on the cost of serving residential customers. The 2019 results demonstrated the continuing trend toward digitization for bill payment and communications with customers, and the use of social media to quickly resolve customer inquiries. DataSource provides comprehensive benchmarking information across key customer service areas including: contact center, customer billing, cash posting, field services, meter reading, website/social media, and other areas. In addition to annual data, DataSource also provides information on trends in customer service. Participation in DataSource is free to EEI members. For more information, please contact Adam Cooper at acooper@eei.org.
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DataSource Database Information (Members Only)
DataSource Executive Summary (Members Only) Energy Assistance and Income Qualified Programs LIHEAP: Working to Keep Energy Affordable
Millions of American families struggle to afford basic necessities. For these families, the Low Income Home Energy Assistance Program (LIHEAP) is a vital source of aid, helping them pay their energy bills and avoid having to choose between energy and other essentials, like food or medicine. Access to affordable energy is a matter of health and safety. Each year, electric companies contribute millions of dollars to energy assistance programs for vulnerable customers and provide access to home weatherization programs, but the need for LIHEAP remains critical nationwide. EEI and the National Energy & Utility Affordability Coalition (NEUAC) work together to advocate for LIHEAP funding.
Learn More Additional Resources Electric Perspectives, Jan/Feb 2020 Design Thinking - A Human-Centered Approch to Solving Customer Problems in the Energy World July 2019 Efficiency and Demand Response Programs Electric Perspectives, Jan/Feb 2019 Accelerating Our Customer Transformation Duke Energy and Carolina Panthers “Share the Warmth” Kentucky Habitat for Humanity Partnership with LG&E KU More than 100 Ways to Improve your Electric Bill View in Web Browser /about/affiliates/nationalkeyaccounts/_layouts/VisioWebAccess/VisioWebAccess.aspx?listguid={ListId}&itemid={ItemId}&DefaultItemOpen=1 0x0 0x1 FileType vdw 255 Compliance Details javascript:commonShowModalDialog('{SiteUrl}/_layouts/itemexpiration.aspx?ID={ItemId}&List={ListId}', 'center:1;dialogHeight:500px;dialogWidth:500px;resizable:yes;status:no;location:no;menubar:no;help:no', function GotoPageAfterClose(pageid){if(pageid == 'hold') {STSNavigate(unescape(decodeURI('{SiteUrl}'))+'/_layouts/hold.aspx?ID={ItemId}&List={ListId}'); return false;} if(pageid == 'audit') {STSNavigate(unescape(decodeURI('{SiteUrl}'))+'/_layouts/Reporting.aspx?Category=Auditing&backtype=item&ID={ItemId}&List={ListId}'); return false;} if(pageid == 'config') {STSNavigate(unescape(decodeURI('{SiteUrl}'))+'/_layouts/expirationconfig.aspx?ID={ItemId}&List={ListId}'); return false;}}, null); 0x0 0x1 ContentType 0x01 898 Edit in Browser /_layouts/images/icxddoc.gif /about/affiliates/nationalkeyaccounts/_layouts/formserver.aspx?XsnLocation={ItemUrl}&OpenIn=Browser&Source={Source} 0x0 0x1 FileType xsn 255 Edit in Browser /_layouts/images/icxddoc.gif /about/affiliates/nationalkeyaccounts/_layouts/formserver.aspx?XmlLocation={ItemUrl}&OpenIn=Browser&Source={Source} 0x0 0x1 ProgId InfoPath.Document 255 Edit in Browser /_layouts/images/icxddoc.gif /about/affiliates/nationalkeyaccounts/_layouts/formserver.aspx?XmlLocation={ItemUrl}&OpenIn=Browser&Source={Source} 0x0 0x1 ProgId InfoPath.Document.2 255 Edit in Browser /_layouts/images/icxddoc.gif /about/affiliates/nationalkeyaccounts/_layouts/formserver.aspx?XmlLocation={ItemUrl}&OpenIn=Browser&Source={Source} 0x0 0x1 ProgId InfoPath.Document.3 255 Edit in Browser /_layouts/images/icxddoc.gif /about/affiliates/nationalkeyaccounts/_layouts/formserver.aspx?XmlLocation={ItemUrl}&OpenIn=Browser&Source={Source} 0x0 0x1 ProgId InfoPath.Document.4 255 View in Browser /about/affiliates/nationalkeyaccounts/_layouts/xlviewer.aspx?id={ItemUrl}&DefaultItemOpen=1 0x0 0x1 FileType xlsx 255 View in Browser /about/affiliates/nationalkeyaccounts/_layouts/xlviewer.aspx?id={ItemUrl}&DefaultItemOpen=1 0x0 0x1 FileType xlsm 255 View in Browser /about/affiliates/nationalkeyaccounts/_layouts/xlviewer.aspx?id={ItemUrl}&DefaultItemOpen=1 0x0 0x1 FileType xlsb 255 View in Browser /about/affiliates/nationalkeyaccounts/_layouts/xlviewer.aspx?id={ItemUrl}&DefaultItemOpen=1 0x0 0x1 FileType ods 255 |
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