Industries · Utilities
Your customers can't switch. They can still make your life hard.
Investor-owned utilities are where MJKDA has the deepest history: contact centers, billing, outage communications, field crews, and the J.D. Power studies that score them all. Reliability and price are always the top two drivers. What separates the best from the worst is everything around them.
Reach the partners directly: 210-876-4086 · info@mjkda.com
What we see
Where utilities win or lose the score.
A regulated utility answers to two audiences at once: customers who cannot leave, and regulators who live in the service territory and hear about it when customers are unhappy. A well-served customer base makes the next rate case easier.
-
Outages are judged on communication, not only restoration.
The best utilities pre-notify before a storm, give accurate restoration estimates, and knock on doors before planned work. Smart meters tell them exactly which addresses are out.
-
Billing is judged on the first bill.
Accurate the first time, clear about what is the utility's charge and what is a municipal add-on, and honest about why a rate went up.
-
A bad season lingers.
A rough storm response or a contested rate case stays in the score for three or four years. Consistency beats a one-year jump.
-
Field crews are the brand in the neighborhood.
Clean trucks, intact safety gear, restored yards, a word at the door before the power goes out. Customers rate what they can see.
Track record
What moving the needle has looked like.
Anonymized engagements, names withheld under our client agreements. Ask about any of them on the call.
- 3rd→1stA major utility moved from third quartile to first within a year, by working on the right things.
- #1Another utility reached number one in its region for business customers within a year of our readout, and took home the industry trophy.
- 200→7One client stopped working on 200 initiatives and focused on the seven that mattered.
Frequently asked questions.
Has MJKDA worked with investor-owned utilities like ours?
Yes. Utilities are where MJKDA has the deepest history: contact centers, billing, outage communications, field crews, and the J.D. Power studies that score them all. One utility moved from third quartile to first within a year of our work, and another reached number one in its region.
Will the approach reflect life as a regulated utility?
Yes. A regulated utility answers to customers who cannot leave and to regulators who live in the service territory, and a well-served customer base makes the next rate case easier. We also plan for the fact that a rough storm response or a contested rate case stays in the score for three or four years.
Can MJKDA work with the J.D. Power results and surveys we already track?
Yes. Your J.D. Power results are the outside-in view, and we start from them. Your own surveys save time when the coverage is there. The caution is coverage: if the data covers one slice while you are trying to change the whole organization, the plan will miss.
Can MJKDA bring us ideas from outside the utility industry?
Yes. We have mapped utility customer journeys so many times that we start from an 80 to 90 percent solution instead of a blank page, and we add best practices from every industry we work in, not just yours.
Will the gains hold after a good year?
Yes, when the closed loop stays in place. Anyone can move a score once. The clients who kept climbing were the ones whose feedback reached the people who can act on it, with a standing review to keep the loop turning. Consistency beats a one-year jump.
Free CX Review
One hour with two senior partners.
Book My Free CX ReviewPrefer to call or email? 210-876-4086 · info@mjkda.com