Title:
Leveraging Utility Customer Research for Competitive Advantage Through Customer Experience

Authors:
Mark C. Ellickson, Ph.D., USA

Abstract:

As energy markets become increasingly competitive and deregulated, utility companies must transition from traditional monopolistic models to customer-centric organizations focused on satisfaction, loyalty, and retention—key drivers of long-term success. This article examines how strategically designed customer research—particularly scientifically rigorous surveys—can generate actionable insights that enhance customer experience and secure a competitive advantage. It outlines best practices in survey methodology, including planning, sampling, data collection, and questionnaire design. The article also explores the influence of demographic variation, key satisfaction drivers, and earned loyalty. It concludes by advocating for the systematic use of customer surveys as both diagnostic and strategic tools, enabling utilities to anticipate customer needs, build trust, and strengthen performance in an evolving energy landscape.

DOI: https://doi.org/10.51505/IJEBMR.2025.9727