Champion Kit 8.5x11 (26)

 

An electric service company set a goal to increase overall CSAT by one full point while investing in a major substation upgrade to improve reliability for a concentrated customer base.

Recognizing that infrastructure projects are also customer experience moments, the company proactively communicated improvements to drive positive perception—resulting in a 12.7% increase in CSAT for the targeted segment and 30% progress toward its 1-point goal before construction was completed.