Case Study: Leading Natural Gas Utility Revitalizes CX Performance with eTouchPoint

Leading Natural Gas Utility Revitalizes CX Program

Leading Natural Gas Utility, a large U.S. natural gas provider serving residential, commercial, and government customers, wanted to revitalize its customer experience program and move beyond a slow, manual, paper-based survey process that only captured feedback once a year. The utility turned to eTouchPoint’s CX software platform to gain faster, more actionable insight into customer interactions and frontline performance.

With eTouchPoint, the utility implemented automated IVR surveys sent 1 to 3 days after service interactions, with near-real-time reporting, alerts for dissatisfied customers, and analytics by region, supervisor, technician, and contractor. This replaced the prior 15,000-mailing annual survey model and helped the company track metrics like first-time fix, CES, and CSAT, while also establishing CX as a corporate scorecard measure tied to bonus compensation.