Your team has been extremely responsive and has provided great value to the data and to the application of the information to our needs. I have always been exceptionally impressed with your team’s knowledge, vision and ability to find solutions.
An electric utility wanted to understand the residential customer journey, with a focus on identifying pain points. The goal was to understand the true incidence and attitudes toward the utility among customers who:
In addition, the utility wanted to understand the incidence and importance of specific pain points, the level of effort spent trying to resolve the issues, and barriers to customer satisfaction.
Escalent launched a study with residential customers, setting monthly quota targets for overall interviews as well as sub-quotas by age. As the findings evolved, we implemented additional quotas based on whether a customer had a recent contact with the utility. We also executed ad hoc studies as an offshoot from the core findings. This allowed us to explore customer experiences and opinions regarding local offices and automated payment locations as well as utility communication and outage management in response to a natural disaster.
Our energy experts provided recommendations that:
We also identified customers who are chronic Payment Arrangement users. Our client created alternative bill management tools, a modification that is projected to save $12 million a year in customer service and arrears costs.
In pharma today, trust is incredibly hard to gain and alarmingly quick to lose. Manufacturers recognize the power of telling a more complete brand story to build stronger customer relationships but must go further to build the most relevant and trusted brand. Find out how.
Escalent's EV expert is sharing some main highlights that made 2023 a seminal year for battery electric vehicles
The growing competition in the life sciences industry makes customer and patient centricity essential for brands. Find out how brands can fuel customer centricity by diving deep into doctor, patient, and HCP behavior and their journey across multiple touchpoints.
Explore data-driven insights on utility-related brand activities that resonate best with energy customers and find out how utility companies can use this knowledge to build stronger brand trust in today’s energy market
Looking for tactical direction you can apply to your next healthcare research project? These principles ensure you’re taking a human-first approach to UX.
According to our new EVForward study, a growing number of new-car buyers are more cost-conscious and less confident in the benefits of BEV ownership than early adopters, opening a door for OEMs and dealers to rethink how they message the value of BEV ownership to promote future adoption
Our auto experts provide valuable insights and data on the fundamental forces shaping the classes 6 and 7 commercial vehicle market and how OEMs, body companies and suppliers can meet this market’s future needs
Examine how shorter product lifecycles, driven by the rise of EVs and consumer demand for high-tech vehicles, requires OEMs to adopt an evolving approach to their vehicle design and development to remain competitive
A new report from Cogent Syndicated reveals opportunities for community banks and credit unions to help future inheritors navigate the complexities of the estate planning process and provide guidance beyond the standard checking and savings accounts.
