Enhancing Customer Satisfaction Measurement
Energy Provider Case Study
In a Nutshell
The competition in the electricity and gas service sectors drives companies to excel and stand out. One of the leading energy providers in Israel, requested to optimize its operations and partnered with Sarid Research to enhance its ability to track customer satisfaction (CSAT) across various service interactions, including sales, support, and technician visits. The project focused on delivering a comprehensive view of performance across representatives and service types, ultimately empowering the company to make data-driven improvements in customer experience.
Background
The company is a major energy provider in Israel to hundreds of thousands of customers. Operating in a highly competitive and regulated market, it faces growing pressure to maintain high customer satisfaction as a key differentiator. With diverse touchpoints ranging from sales to technician services, the service provider sought a systematic way to monitor and enhance its customer experience in response to the evolving expectations of Israeli consumers.
The Challenge
Under new ownership, the company underwent a cultural transformation while expanding into the highly competitive electricity market. Transitioning from a gas-only provider to offering both gas and electricity introduced new market pressures, including competition from emerging players. The company faced several challenges, including the lack of structured processes for measuring customer feedback at different service delivery stages, difficulty in identifying and acting on pain points in real time to address dissatisfied customers promptly, and the need for actionable insights that provide management with a reliable and up-to-date picture of service quality.
The Solution
To address these challenges, Sarid Research implemented a comprehensive customer satisfaction (CSAT) tracking system tailored to the company’s needs. Multiple CSAT surveys were designed for each department-service, sales, and technicians, and automatically sent after every interaction. A real-time, online dashboard was developed, providing managers and team leaders with departmentalized access to track performance. Low-ranked surveys trigger immediate notifications, enabling swift issue resolution. Automated weekly reports are sent to decision-makers, along with a one-click PowerPoint presentation export for easy distribution to stakeholders. This streamlined approach allows the service provider to maintain focus on improving customer experience across the entire organization.
The Sales and Customers Division Director commented: “The real-time insights and automated reporting transformed the way we manage customer satisfaction. Sarid’s solution gave us the tools to quickly identify and address issues, keeping us ahead of the competition in customer experience.”
By integrating real-time monitoring, reporting, and a seamless feedback loop, Sarid helped the company stay competitive while maintaining a high level of customer satisfaction in a complex, growing market.
The Impact
The solution provided has a major impact on the company’s activities. Starting from improved customer service allowing them to address customer concerns promptly, resulting in service quality significantly improved. Higher satisfaction scores indicated a measurable increase in customer satisfaction metrics. And finally, enhanced decision-making, with senior management now having continuous, accurate insights into service performance, enabling proactive improvements.
Conclusions
Sarid Institute’s solution empowered the company to turn customer feedback into a strategic advantage. Through real-time monitoring and actionable insights, the company enhanced its service delivery, leading to higher customer satisfaction and a stronger competitive edge in the energy sector. This collaboration exemplifies how data-driven strategies can transform operational efficiency and customer relationships.
The Director summarized: “Sarid is now a strategic asset for me. Their ability to analyze the precious data from our customers and present them in real-time on easy-to-use dashboards made my work much simpler. “
About Sarid Institute
Sarid Institute is a strategic Data Science consultancy firm with over three decades of research experience serving a diverse clientele. Sarid accelerates organizations’ growth by discovering the insights driving People, Markets and Customers. We maintain our leading position by continually updating and offering innovative solutions, drawing on the broad expertise of our specialists and leveraging cutting-edge technologies. Our hands-on approach allows us to provide creative, customized solutions that meet the specific needs of each client.