Consumers Increasingly Using the Web to do Business with Utilities
The revolution of the ubiquitous World Wide Web has extended to customer care so much so that consumers of utilities like Gas, Water and Electric Power also seem to prefer the web to address their needs rather than personal contact or talking over the telephone.
“The growth in the number of households that say they have visited their utility’s Web site is remarkable,” said Alan Destribats, senior vice president of the energy utility practice at J.D. Power and Associates, in a report found on the CRMToday website. “The leading utilities now experience more customer contacts via their Website than by telephone.”
The research agency E Source finished its review of the utility company Web sites of North American Electric and Gas companies for this year and drew up a detailed report of the industry’s performance using benchmarking techniques .The study included 111 U.S and Canadian utility company Web sites to assess the utility industry as a whole.
