公共电力住宅客户趋势.pdf

1、Public Power Residential Customer TrendsCMUA|2025 Annual Conference1“Shaping human insight into forward moving business strategy”Meet GreatBlueOUR SPECIALIZATIONAwareness/Perception Segmentation/Persona DevelopmentMarket/Needs Assessment Journey MappingProduct Testing Communications AssessmentEmploy

2、ee EngagementOnline Community UX Testing Customer SatisfactionStrategic Planning ConsultingSuccession Planning Consulting Post Contact SurveySINCE 202220222022 California Statewide Business&Key AccountBusiness&Key Account Satisfaction Study20232023 California Statewide Residential CustomerResidentia

3、l Customer Satisfaction Study20242024 California Statewide Business&Key AccountBusiness&Key Account Satisfaction Study20252025 California Statewide Residential Customer Residential Customer Satisfaction StudyCMUAs RESEARCH PARTNERWhat Sets Top Performing Utilities5ApartGreatBlue InsightsTop Performi

4、ng UtilitiesTop Performing UtilitiesTop Performers Excel in Communication 66.6%87.4%0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%100.0%NationalTop Performers+20.8%2024:Communicating with Customers 6CMUA|2025 Annual ConferencePublic Power Data Source|2024 National ElectricElectric ServiceService

5、BenchmarksTop Performing UtilitiesTop Performing UtilitiesTop Performers Lead the Way With Reliability 75.5%95.2%0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%100.0%NationalTop Performers2024:Providing Consistent and Reliable Electric Service to Customers7CMUA|2025 Annual Conference+19.7%Public P

6、ower Data Source|2024 National ElectricElectric ServiceService BenchmarksTop Performing UtilitiesTop Performing UtilitiesTop Performers Set the Bar for Service and Value65.4%84.4%0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%100.0%NationalTop Performers2024:Providing Good Service and Value for th