DIMENSIONS, our classification system for benchmarking digital readiness, powered the J.D. POWER UTILITY DIGITAL EXPERIENCE STUDY digital proficiency assessment.
According to the Centric Digital DIMENSIONS Score, which evaluates digital proficiency, the utility industry scored 571 on a 1,000 point scale.
Despite a weak overall industry average, utility brands assessed in the study showed a broad spectrum of digital capabilities. Some brands are successfully differentiating themselves, providing digital experiences comparable to top performers from other industries.
The study found that utility brands continue to struggle with effectively implementing cross-channel communication. The DIMENSIONS Scan revealed major gaps in social media, email, messaging and customer service capabilities.
The voice of customer assessment evaluates your desktop, mobile web, and mobile apps to help you understand how customers are responding to your digital presence. The report includes customer satisfaction and sentiment data.
Digital Proficiency Survey
The digital proficiency survey, powered by Centric Digital’s DIMENSIONS, analyzes your digital readiness to identify gaps and strengths relative to best practice, other utility brands, and leaders in digital experience from other industries.
During an on-site consultation with your team, utility and digital experts review survey results, answer questions, and help translate study findings into actionable next steps for improving your digital experience.
Discover how the highest performing brands differentiate themselves within the utility industry and cross-industry. Understand how well your digital experience meets—or fails to meet— customer expectations. Improve ROI by deploying resources to improve areas with the greatest impact on customer satisfaction.