How do customers feel about the coronavirus situation?
In a recent poll, JD Power conducted research to better understand how utility customers feel nationwide about the pandemic we are currently facing.
Topics include:
- Electric Utility performance, including reliability, bill amount, communications, and customer service
- Coronavirus stress level
- Personal financial outlook, including ability to pay bills
A customer-centric marketing strategy should always include pulse checks because they are based on the customers’ needs and not the business’ wants. Partnering with a market research firm, like JD Power, can give you the customer insights needed to easily pivot and better serve your customers.
This is a snippet of the full research but the in-depth report helps me to adjust creative for our upcoming COVID-19 response campaign. Empathizing with the customer could prove difficult without understanding the customer’s concerns.