Voice of the customer driving utility performance

A leading energy provider with more than 11 million customers transformed its Voice of the Customer program into a strategic engine for experience and operational improvement. 
Person on a couch holds a tablet showing a Power Company customer survey with a 0–10 recommendation scale, comment box, and submit button.
+21 points
above the industry NPS
+9 points
FCR improvement
-12 points
Customer Center inbound calls
500
Identified opportunities and initiatives
mult energy digital
Turning customer feedback into business action
The client aimed to evolve its Voice of the Customer approach to systematically analyze feedback and activate improvements.
Objective
Improve customer experience, optimize investments, and anticipate customer needs.
Opportunity
Listening to customers was fragmented and poorly connected to operational decision-making
Turning customer feedback into business action 

Proven delivery deploying actionable voice of the customer programs with tangible impact in business KPIs

Key Challenges
Smiling customer service worker with curly hair wearing a headset at a computer in a bright call center, with blurred coworkers and monitors behind her.
Dispersed feedback channels and tools
Man in glasses studies blue-lit data dashboards and charts on multiple monitors in a dark control room, with blurred city lights outside.
Limited linkage between insights and actions
Business team in a dim, futuristic conference room watches a presenter point to blue holographic AI dashboards above a long table.
Lack of continuous improvement governance
Solution
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Redesigned the VoC operating and Close-the-Loop model

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Migrated to a transversal best-in-class VoC platform 

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Created and operated a continuous improvement office 

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Prioritized and activated improvement initiatives 

Impact
Measurable improvements through listening 
  • Achieved NPS significantly above sector average
  • Identified and prioritized +150 improvement opportunities
  • Reduced call center demand through better experiences
  • Embedded customer insight into strategic and operational decisions 
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