GS Credit: Customer Engagement – Above Green

(1-3 points)

Applicable to: Cities & Utilities

INTENT

To encourage customers to leverage tools and services that improve system operation.

REQUIREMENTS

Cities and Utilities

Option 1. Communication and outreach (1 point)

Identify customers’ preferences for the following aspects of communication and outreach:

Frequency of receiving information
Different communication media
Subjects covered by the communication
Presentation of the information

AND/OR

Option 2. Planning and implementation (1 point)

Prioritize approaches to communication and outreach in terms of awareness, satisfaction, and participation. Develop comprehensive improvement strategies for at least three existing or planned programs, with the following objectives:

Improved customer satisfaction
Customer participation

The strategies should be based on survey results of customer satisfaction and participation.

AND/OR

Option 3. Customer satisfaction (1 point)

Calculate a customer satisfaction index for individual programs, processes, and services using the methodology specified in the PEER Reference Guide and achieve an overall satisfaction score of 3.5 or greater.