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For Customer Experience Professionals

The US Utilities Customer Experience Index, 2020

How US Utilities Brands Earn Loyalty With The Quality Of Their Experience

September 28, 2020

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Why Read This Report

Forrester's US Customer Experience Index (CX Index™) now examines customer experience (CX) in the utilities industry. That's important for utilities because CX quality influences how likely customers are to follow a utility's guidance, seek its expertise, sign up for its optional services, and advocate for it. This report reveals the complete rankings of 25 utilities, which channels perform best for them, and the key drivers of great CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • Forrester's CX Index Methodology And COVID-19
  • SRP Took The Top Spot
  • The Keys To Achieving CX Leadership For Utilities
  • Recommendations

  • Chart Your Course To CX Transformation
  • How Forrester Can Help

  • Understand The Drivers And Potential ROI Of Your Brand's CX
  • Supplemental Material
  • Related Research Documents

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