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Using EV load management to boost customer satisfaction

10/30/2019

It is no secret that many people don't love their electric company, particularly if it is Investor Owned. One particular metric, called the Net Promoter Score, is a common way to judge how likely your customers are to recommend you to their network. You've probably seen the NPS question before:

"How likely is it that you would recommend [organization] to a friend or colleague?"

 

The responses are calculated on a scale of -100 to +100, the higher the scores the better. Most utilities have scores ranging from -10 to 20, or so, similar to scores for banks and cable companies -- not exactly the most loved industries. If we look at well-known brands, for example, Costco (79), USAA (75), JetBlue (68) and Samsung (67), it becomes clearer what a good NPS score looks like: anything above 70 is considered to be "world class."

BYOC Logo + slogan PNG Image Size 500px

We recently completed a survey of participants in our Bring Your Own Charger (BYOC) load management program. The first thing that impressed us is that 40% of customers completed the survey! If you've ever tried to get customer input, you know how hard it can be to get a good response rate. Then, when we calculated the Net Promoter Score for our Bring Your Own Charger (BYOC) program, we were amazed to see a “world class” 78!

One of the key reasons for this high satisfaction is the easy enrollment process; survey respondents gave the process a 4.5 out of 5 for ease. Over two-thirds of all applications are completed in under 10 minutes, and anyone who has trouble can contact Sagewell's support team via email or phone. The most common issue customers encounter is confusing menus in their vehicle, and to help these customers, we've created a how-to guide for the most popular EV makes and models.

Bring Your Own Charger could be a powerful tool for your utility to reduce costs, increase EV adoption, and improve customer satisfaction, all at the same time.

 

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