Case Study: ComEd achieves an industry-leading rise in customer satisfaction with Qualtrics

ComEd completely transformed their CSAT with Qualtrics

ComEd, the long-standing electric utility serving about 3.8 million Chicago-area households, hit a nadir in customer satisfaction in 2012, ranking lowest among large regional utilities on J.D. Power’s index. The decline was driven largely by poor communication and confusing billing statements that led customers to mistakenly believe ComEd was responsible for most charges, creating widespread negative perceptions about pricing.

ComEd partnered with Qualtrics to run heat‑map testing on alternative bill designs, identified a clearer format that quickly highlighted amounts owed and separated delivery charges from supply charges, and rolled the new statement out to nearly 4 million households in under a year. The redesign produced an industry-leading rise in customer satisfaction, J.D. Power recognition, and greater ability to fast-track critical projects.

ComEd

Mike Kainrath

ComEd