Utilities

At ICR, we have provided support for the utility industry for more than 15 years. We provide our partners in this industry with actionable survey results and reliable consulting service solutions. Our Utility Group is comprised of market research professionals with extensive knowledge of, and insight into the challenges facing the utility industry.

Our utility clients include firms that serve consumers and businesses with:
  • Electricity
  • Natural gas
  • Water
  • Utility regulation
  • Consulting services
Our work in this area includes:
  • Customer satisfaction surveys among residential and commercial customers
  • Transaction satisfaction surveys to assess customer satisfaction with specific interactions such as CSR inquiries or tree trimming
    • We help our partners ensure that their internal and outsourced customer contacts are enhancing rather than degrading customer satisfaction
  • Employee satisfaction surveys to determine the factors that lead to job satisfaction and retention and how those factors affect customer satisfaction
  • Market potential assessments for new products or programs (e.g., energy efficiency programs)
  • Program evaluations
  • Advertising recall and tracking research
  • Crisis management research to measure customer reaction to specific situations and the impact on overall customer satisfaction