Case Study: Large US Public Utility achieves clear customer satisfaction goals and targeted service improvements with Blueocean Market Intelligence

Impact of trust and experience on customer satisfaction and ongoing progress measurement

Large US Public Utility engaged Blueocean Market Intelligence to quantify how nearly 50 customer touchpoints across Trust and Service Experience drove overall customer satisfaction. The utility’s challenge was to build a sequential, bottom‑up impact model, identify quarterly improvement priorities, and establish an algorithmic method to set customer satisfaction goals using a Customer Satisfaction Score (CSS) driver model and Blueocean’s 360 Discovery approach.

Blueocean Market Intelligence developed survey instruments, ran a large baseline study and applied a hierarchical regression‑based model to allocate impact to top‑level dimensions (Customer Experience 55%, Customer Trust 45%) and to specific drivers (e.g., Pricing 30%, Energy Efficiency 23%, Reliability 22%, Safety/Customer Focus/Values each ~16–18%). The firm delivered monthly and quarterly dashboards and annual model updates that enabled the utility to set and measure corporate and departmental CSS goals, track trends (mean CSS typically in the mid‑70s across quarters), and prioritize investments based on identified key drivers.