Three Essential Datasets to Analyze for CSAT Measurement
For utilities, CSAT scores can equate to profits. In a study conducted by Fettig/Whirlpool Fellow at Kelley, they found that for the average utility, a one-unit point increase on the ACSI index, “decreases operating costs by $29 million overall, through lowering customer service, distribution, and selling and general administrative costs” per year. CSAT metrics allow […]