Improving CSAT with VOC Research and Data Analytics

By focusing on the voice of the customer using research and data analytics, Ameren Illinois has improved its customer satisfaction scores. Attend this webinar to learn how the utility planned and carried out this effort, which was part of a corporation-wide focus on the customer.


  • Scott Johnson, Vice President, Chartwell Inc.


  • Tina Hackler – Senior Customer Satisfaction Analyst, Ameren Illinois

At Ameren, Tina’s primary responsibilities are JD Power Electric Residential analysis, Customer Service transactional studies, Field Operations transactional studies and Ameren Illinois internal Perception Study. She has been with Ameren for over 5 years and prior to that, worked for Maritz Research. Tina received her Master of Marketing Research from Southern Illinois University, Edwardsville in 2013.

*To view this webinar, please login using your Chartwell credentials and click the “View Resource” button. If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.

CSAT data analytics VOC webinar