Whitepaper
The Customer Monitor as a Sales Instrument
How municipal utilities and regional suppliers use their customer survey, image study and heat-planning citizen survey for the board and for sales at the same time
What you get
- One customer monitor, two readers: what the board and sales get from the same questionnaire
- Division, district and segment as analysis dimensions, without asking for the address in the questionnaire
- The crosstab of switching intention and satisfaction and the driver analysis behind it
- The target list for heat pumps, solar and charging per district, age group and heating type
- The heat-planning citizen survey: willingness to connect per suitability area and what an intention is worth
- Anonymity at a supplier: contact list, responses and the line to the customer system
- A worksheet for the calculation, a 90-day plan and a checklist of twelve questions
In short
A utility's customer survey has traditionally had one reader, the supervisory board, and since the sale of heat pumps, solar and charging it has a second, the sales team. Both get their answers from the same questionnaire if it separates the divisions, places switching intention next to satisfaction and breaks down interest in offers by district and age group. This whitepaper describes the questionnaire, the way division and area enter the dataset without asking for an address, the crosstab of switching intention and satisfaction with driver analysis, the target list for the heat transition, the citizen survey on municipal heat planning under Germany's heat planning act, and the anonymity rules for a supplier that knows every address. Added to that are a worksheet for the agency-versus-in-house calculation, three legitimate objections, a 90-day plan and a checklist of twelve questions.
- Who it is for
- Utilities & energy suppliers
- Format
- PDF, 11 pages, with worksheets and checklists
Contents 12 chapters
- 01 One customer monitor, two readers
- 02 The questionnaire: nine aspects, two sales questions
- 03 Division, area and segment without an address
- 04 Switching intention against satisfaction
- 05 The target list for the heat transition
- 06 The heat-planning citizen survey
- 07 Anonymity at a supplier
- 08 The calculation: agency versus in-house
- 09 Three objections that are legitimate
- 10 The first 90 days: one monitor, one sales dashboard
- 11 Checklist: twelve questions before you start
- 12 Where DataLion fits in
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