Duke Energy Elevates SMB Customer Experience Through Dedicated Service Strategy

Duke Energy established its Business Service Center (BSC) to better serve almost 500,000 small and medium-sized business (SMB) customers, which have a variety of needs. Customer feedback, internal and external best practices, and customer satisfaction analytics inspired the utility’s tiered and segmented service approach. Since unveiling its BSC, Duke Energy metrics reveal an increase in SMB customer satisfaction and increased adoption of the utility’s digital portals. Operational gains and cost reductions have also been realized, and Duke Energy has noted an increase in employee satisfaction and retention.

This endeavor has been recognized with a Silver Award for Serving Business Customers in Chartwell's 2024 Best Practices Awards.

CONTINUE READING

• To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
• If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.