In this engaging discussion, DeAnna Hardwick, Chief Customer Strategy Officer at CPS Energy, emphasizes the shift from treating customers as mere ratepayers to prioritizing their experience and trust. Forrest Morgeson, Director of Research at the ACSI, shares insights on measuring customer satisfaction and highlights recent trends, including declining support for green initiatives. Together, they explore how utilities can foster loyalty through affordability programs and improved communication, all while navigating the challenges of the evolving energy landscape.
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insights INSIGHT
Board-Level Trust Metrics Drive Strategy
CPS Energy elevated customer metrics from “ratepayers” to a trusted brand and engaged customer relation index.
They measure trust, ease of use, and service satisfaction at board level to guide strategy.
insights INSIGHT
ACSI Links Satisfaction To Price Tolerance
ACSI measures decades of utility satisfaction and links drivers to outcomes like price tolerance.
Satisfaction fell slightly this year but remains higher than the COVID-era trough.
insights INSIGHT
Green Support Perception Dropped
Perception of utilities' support for green programs dropped three points this year.
This trend may reflect political or economic shifts and deserves monitoring.
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In this episode, Power Perspectives tackles one of the most important shifts in today’s utility sector: the rise of customer satisfaction as a boardroom priority. For decades, utilities focused on reliability and compliance above all else—but today’s modern customers expect more. Driven by at-the-fingertip response and action from the tech companies like Amazon and Netflix in their daily lives, they increasingly want the same from their power providers: immediacy, transparency, flexibility, and more.
To explore this transformation, podcast host Jason Price and producer Matt Chester welcome two guests bringing both data and real-world perspectives on this topic: DeAnna Hardwick, Chief Customer Strategy Officer at CPS Energy, and Forrest Morgeson, Director of Research at the American Customer Satisfaction Index (ACSI). Together, they unpack how utilities can turn satisfaction into long-term success.
Listen in as they discuss what the latest ACSI survey data reveals about utility customer sentiment nationwide and how utilities like CPS Energy are translating that intel into action to improve communication, affordability, and customer care. For utility leaders, customer service teams, and anyone navigating today’s evolving energy landscape, this episode offers both a data-driven view and a practical playbook for building trust and loyalty in the communities you serve.
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