Case Study: Leading Natural Gas and Electric Utility Company achieves actionable trust and customer satisfaction insights with Blueocean Market Intelligence

Conducting tracking study to measure the impact of customer trust and experience on satisfaction

Leading Natural Gas and Electric Utility Company engaged Blueocean Market Intelligence to augment its existing brand and customer-satisfaction tracking study after a service-department incident raised concerns about customer trust. Historically focused on cross-industry benchmarking, the client needed a robust trust metric and clearer insight into how trust, customer experience, and communications drive overall satisfaction.

Blueocean Market Intelligence reviewed the literature, created a hierarchical “expectations” framework (from safety up to proactive relationship), designed a targeted questionnaire, and applied hierarchical regression with dominance analysis plus structural equation modeling to quantify drivers of satisfaction. Blueocean Market Intelligence delivered a statistically reliable model and an ongoing metric that pinpointed which trust and experience areas to prioritize, enabling the client to make tactical decisions and track measurable improvements over time.