Best Practices – Communications – Linking Customer Awareness with Satisfaction – Southern California Edison – 2017
Although Southern California Edison’s residential customer satisfaction as measured by J.D. Power and Associates reached a record high in 2015, SCE soon thereafter found itself outside of the study’s first quartile. Striving to move the performance needle, the utility launched a three-month communications campaign spanning June through September 2016 to study the relationship between advertising spend and customer satisfaction. SCE’s learnings successfully validated the impact of customer awareness communications and resulted in the decision to host year-round marketing campaigns. SCE took home Chartwell’s 2017 Bronze Award in Communications for its efforts.