Confirmit Voices™ for Utilities

Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 

Author Bio

Voice of the Customer for Utilities

Powering Voice of the Customer Experience Programs

It is becoming increasingly easy for customers to compare utility providers. Price remains a key driver for sales, but the experiences that customers receive throughout all interactions with your company are vital to retaining customers in the long term. Generating positive customer experiences is vital to maximize loyalty and minimize churn rates.Your Voice of the Customer program must help you shape experiences at every key customer touch point. 



Effective Customer Experience Management (CEM) must be seen as a vital ingredient in driving business performance, and a comprehensive Voice of the Customer program provides meaningful insight that enables you to:

  • Increase revenue: by strengthening customer relationships to minimize churn
  • Reduce costs: by improving processes, ensuring compliance, and creating greater process consistency
  • Promote culture change: by driving customer centricity and cross-functional change.
  • Reduce risk: by increasing accountability and ensuring agents are following correct procedures.

What is Confirmit Voices for Utilities?

Confirmit Voices is a 5-stage customer engagement model that gives you the power to:

  • Listen to the Voice of the Customer (and/or the Employee)
  • Integrate that voice with existing data to generate powerful insight
  • Take action that will deliver real business change. 

This solution helps you to implement your CEM program to ensure it meets the needs of key stakeholders across your business and delivers results against clear goals and KPIs.

Download the factsheet to learn how Confirmit Voices can help your organization.