Case Study: PPL Electric Utilities improves customer service and energy conservation insights with Vision Critical

How PPL Electric uses customer insight to improve service and its commitment to energy conservation

PPL Electric Utilities needed a faster, more timely way to understand customer perceptions and support its commitment to customer service and energy conservation, since traditional quarterly and annual surveys were too slow and quickly became outdated. Vision Critical helped PPL Electric create an insight community called PPL Power Panel to gather better customer feedback.

Using Vision Critical’s platform, PPL Electric was able to run more research more quickly and at lower cost across a wider range of issues. The results included clearer bill redesign insights, stronger two-way communication with customers, and a data-gathering process that senior management valued highly; monthly surveys alone would reportedly cost at least twice as much without the community.

PPL Electric Utilities

Don Frazier

Marketing Research Manager, PPL Electric