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Future Trends -- Customer Satisfaction

The present transition of the electric utility industry will likely result in a new structure to deliver products and services that meet customer needs at competitive prices. The rate of change has accelerated in recent years as pressure has increased for further deregulation. It is not clear what the utility industry will look like in the future. But it's generally agreed the industry will make significant investments in developing customer alliances.

Customer satisfaction will be the foundation on which relationships between the utility and the customer are build and will establish customer loyalty that will be the basis of long term success in a competitive marketplace. As a leading utility executive was quoted, "We in the electric business are facing the harsh reality that other industries have faced before us: If we don't take care of our customers, someone else will."