Case Study: Alliant Energy boosts customer satisfaction and Net Promoter Score with Vision Critical

How an energy utility boosted its Net Promoter Score by plugging into customer intelligence

Alliant Energy, a U.S. Midwest electric and natural gas utility, needed a better way to understand customer concerns about energy costs, clean power, and how to communicate its offerings more effectively. With Vision Critical’s insight community platform, the company created Power Thinkers, a community of 1,830 residential customers, to gather ongoing feedback and guide decisions on new offerings and marketing.

Using Vision Critical, Alliant Energy turned customer intelligence into action by shaping an electric-vehicle charging rebate pilot, improving awareness of its green-energy program, and lowering that program’s price by 30%. The results were significant: regulatory complaints fell by 50%, customer satisfaction rose by 15 index points, and Net Promoter Score increased from 17 to 32 over two years.

Alliant Energy

Mike Thiede

Customer Experience Consultant