Customer satisfaction

A Trip to RIIO in Your Future?

Great Britain’s latest innovation in grid regulation.

Great Britain’s electric regulator takes performance-based regulation to a new, more complex level, weighing policy choices against attendant costs.

Rates, Reliability, and Region

Customer satisfaction and electric utilities.

The conventional wisdom about utility spending is correct, but key factors affecting customer satisfaction aren't obvious—and are tricky to control.

A Virtuous Cycle

How customer satisfaction drives returns on equity for regulated electric utilities.

Data and experience show that serving customers well translates into better rate case outcomes. Conversely, poor performance starts a downward slide. J.D. Power and Associates research shows the correlation between customer service and financial returns.

The Importance of Being Sustainable

Doing the right thing can drive utility stock performance.

Utilities get little credit for their efforts to strengthen the sustainability of their businesses. But these efforts have paid dividends in stock performance, capital costs, regulatory relationships, and brand value. Capturing the greatest value for shareholders will require utilities to become better understood as socially responsible enterprises.

High Performance? Your Strategy Matters

Leadership requires alignment between performance measurement and strategic priorities.

A defense of the total return to shareholders (TRS). Our authors use TRS as the bottom-line performance indicator, and come up with a number of performance insights.