Case Study: ComEd transforms customer satisfaction with Qualtrics

ComEd improves customer satisfaction and redesigns billing for 4 million households with Qualtrics

ComEd, a large electric utility serving the Chicago area, faced a significant challenge with declining customer satisfaction. By 2012, its customer satisfaction (CSAT) scores had hit a historic low, driven primarily by confusing billing statements that led to customer misperceptions about pricing. To address this, ComEd turned to the vendor Qualtrics and its customer experience (CX) product.

Using Qualtrics, ComEd conducted a driver analysis that identified the billing statement as the most critical touchpoint. The vendor's platform, specifically its heat map question type, was used to test and select a new, easier-to-understand bill design. The solution clarified pricing charges and improved communication. As a result, ComEd achieved an industry-leading rise in customer satisfaction, won a JD Power award, and successfully circulated the new design to nearly 4 million households in under a year.

ComEd