ComEd + Qualtrics
“We completely transformed
our CSAT with Qualtrics.”
rise in customer
JD Power award
ComEd delivers power to over 3.8 million households in the Chicago metropolitan area. With a hundred-year legacy to preserve, ComEd strives to have a continuously positive impact on the people, environment, and economies of the communities it serves.COMED.COM
ComEd has measured customer satisfaction since 1991. In 2012, their CSAT reached the low point in a declining trend that they hadn't been able to reverse. When satisfaction hit rock bottom, ComEd turned to Qualtrics for help.
How do you change unhappy customers' perceptions?
In 2012, ComEd was the lowest-ranked large electric utility company on JD Power’s Customer Satisfaction Index for the midwestern region. Of the 40 drivers making up the overall score, they ranked in the lowest quartile for 39 of them.
The low customer satisfaction ratings were fueled primarily by poor communication and misunderstanding over pricing. Confusing billing statements played a large part: Customers didn’t understand that ComEd wasn’t responsible for the majority of the charges on their bill (they deliver energy, but don’t supply it). As a result, many customers developed strong negative perceptions about ComEd and believed their prices were unfairly high. Misperceptions are costly.
Fixing the experiences that matter most
The Bottom Line
Comed has been powering the greater Chicago area since 1907
Senior Research Analyst, COMED
Other utilities around the country have called us to ask us how we did this bill transformation, and how we did it so quickly. Well, we used Qualtrics