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CSG Systems Consumer Survey Identifies Best Methods for Smart Grid Education
May 28, 2010 (Close-Up Media via COMTEX) --
CSG Systems International, Inc., a provider of customer interaction management and billing solutions, has announced the results of a consumer survey, designed to uncover the best ways to educate consumers on smart grid initiatives.
CSG said that it partnered with industry analyst firm Frost & Sullivan to complete the research, which surveyed 260 consumers nationwide between the ages of 24 and 49 in April 2010. Survey results indicate that communication across a variety of channels such as mail, email, online and through the call center, will be a key factor in smart grid education success.
According to the survey, consumers pointed to several communications channels they rely on to receive information from their service provider. Today, consumers receive communication most often through the mail; however, nearly 10 percent of mail recipients would prefer to use email communication. 43 percent of all consumers chose email as their preferred method of communication. When it comes to interacting with a service provider for service disruptions and outages, billing inquiries, service changes and other types of inquiries, the vast majority of consumers interact with their providers over the phone, followed by online, email and mail.
In addition, SMS text messaging is an emerging method that 4 percent of consumers reported as a preferred learning channel and up to nearly 20 percent of consumers would leverage social media sites to share good and bad service experiences with friends and family.
"As utility service providers continue to build out a variety of communications channels, the next critical step will be to deliver key messages to consumers according to individual preference," said Dan Colquhoun, vice president of customer research, Frost & Sullivan. "By taking consumer communication preferences into the equation, utility service providers greatly increase their chances of helping consumers not only understand smart grid concepts, but also to make better energy use choices and become more proactive about energy consumption."
In addition to sharing detailed survey results, CSG Systems will feature its Customer Interaction Suite for Utilities solutions designed to meet the current and future needs of municipal and private utilities during the CS Week show, May 25-28 in Nashville, Tenn.
"The utilities industry is in the midst of an evolution, one in which customer satisfaction, efficiency and communications are essential," said Bob Guy, executive director, Utilities, CSG Systems. "With the advent of the smart grid, utilities will need to engage in an unprecedented level of interaction with their customers. The data from our survey clearly shows that utilities will need to embrace multiple communications channels to successfully bring consumers along in the smart grid revolution."
((Comments on this story may be sent to health@closeupmedia.com))
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