E Source Announces Top Electric and Gas Company IVRs
Summary
“It’s obvious that they are focused on making it easy for callers to complete their transactions.” E Source’s comprehensive benchmark study, which has been conducted biannually since 2004, measures the performance of North American electric and gas company IVRs in meeting the needs of residential consumers.Two tasks, Make a Payment and Report an Outage or Emergency, were reviewed solely from mobile phones.West U.S. Portland General Electric, NorthWestern Energy, and Arizona Public Service have the top three IVRs in this region.“It’s obvious that they are focused on making it easy for callers to complete their transactions.”E Source’s comprehensive benchmark study, which has been conducted biannually since 2004, measures the performance of North American electric and gas company IVRs in meeting the needs of residential consumers.The reviewers judged how usable they are—or how user-friendly it was to accomplish the tasks.Florence Connally, associate research director at E Source, says, “Providing a better experience with the IVR will lead to a better interaction with the customer service representative as well as encourage customers to take the next step and make use of self-service options available on the IVR.”For the first time, reviews were also conducted using mobile phones.