By Kelsey Misbrener Special programs offered by electric utilities—such as rebates on high-efficiency lightbulbs—drive significant increases in utility customer satisfaction, according to the J.D. Power 2017 Utility Products and Services Study. However, awareness and participation rates for many of these programs remain stubbornly low.
“The nation’s electric utilities are sitting on a treasure trove of customer goodwill in the form of special programs,” said Adrian Chung, director of the utility practice at J.D. Power. “But a great deal of that potential is going unclaimed by customers who are either unaware of or unwilling to avail themselves of these offerings. Efforts spent increasing customer awareness
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