Quiz: Marketing and customer experience benchmarking for utilities Quiz: Marketing and customer experience benchmarking for utilities

Compare your utility with others

Marketing spend

Contact center rank

Billing rank

Marketing spend against others

Start over

Total number of meters in system

Total annual marketing spend

CALCULATE

Start over

Marketing spend rank against others

Benchmark your utility’s contact center rank and billing spend

first

Please contact sbansal@westmonroe.com to discuss your results.

second

third

fourth

You are in the

quartile

You are in the

quartile

You are in the

quartile

You are in the

quartile

The number of meters and marketing spend you entered is outside of our benchmarking data range.

Marketing spend rank against others

Marketing spend against others

Marketing spend rank against others

Benchmark your utility’s contact center rank and billing spend

Start over

Contact center rank against others

Total annual call center spend

Total number of contacts per year

CALCULATE

Benchmark your utility’s marketing and billing spend

Contact center rank against others

Start over

Contact center rank against others

Benchmark your utility’s marketing and billing spend

Please contact sbansal@westmonroe.com to discuss your results.

The number of meters and marketing spend you entered is outside of our benchmarking data range.

fourth

You are in the

quartile

third

You are in the

quartile

second

You are in the

quartile

first

You are in the

quartile

Contact center rank against our benchmarking data

Please contact sbansal@westmonroe.com to discuss your results.

The number of contacts and call center spend you entered is outside of our benchmarking data range.

Fourth

You are in the

Quartile

Third

You are in the

Quartile

Second

You are in the

Quartile

First

You are in the

Quartile

Contact center rank against others

Benchmark your utility’s marketing and billing spend

Start over

Billing rank against others

Total annual O&M expense

Total annual billing and credit spend

CALCULATE

Billing spend as a percent of your O&M

QUESTION 1 OF 6

Skip

Start over

Billing rank against our benchmarking data

Start over

Billing rank against others

Benchmark your utility’s marketing and contact center

Please contact sbansal@westmonroe.com to discuss your results.

The billing spend as a percent of your O&M you entered is outside of our benchmarking data range.

fourth

You are in the

quartile

third

You are in the

quartile

second

You are in the

quartile

first

You are in the

quartile

Benchmark your utility’s marketing and contact center

Billing rank against our benchmarking data

Please contact sbansal@westmonroe.com to discuss your results.

The billing spend as a percent of your O&M you entered is outside of our benchmarking data range.

Fourth

You are in the

Quartile

Third

You are in the

Quartile

Second

You are in the

Quartile

First

You are in the

Quartile

Billing rank against others

Next question

Billing rank against others

Next question

Benchmark your utility’s marketing and contact center

Start over

Billing rank against others

Number of bills produced per month

Total annual billing and credit spend

CALCULATE

Spend per bill

QUESTION 2 OF 6

Skip

Start over

Billing rank against our benchmarking data

Start over

Billing rank against others

Please contact sbansal@westmonroe.com to discuss your results.

The spend per bill you entered is outside of our benchmarking data range.

fourth

You are in the

quartile

third

You are in the

quartile

second

You are in the

quartile

first

You are in the

quartile

Billing rank against others

Billing rank against our benchmarking data

Please contact sbansal@westmonroe.com to discuss your results.

The spend per bill you entered is outside of our benchmarking data range.

Fourth

You are in the

Quartile

Third

You are in the

Quartile

Second

You are in the

Quartile

First

You are in the

Quartile

Next question

Benchmark your utility’s marketing and contact center

Next question

Benchmark your utility’s marketing and contact center

Billing rank against others

Start over

Billing rank against others

Number of bills produced per month

Number of billing and credit full time employees

CALCULATE

Skip

Monthly bills produced per full time employee

QUESTION 3 OF 6

Start over

Billing rank against our benchmarking data

Start over

Billing rank against others

Please contact sbansal@westmonroe.com to discuss your results.

The spend per bill you entered is outside of our benchmarking data range.

fourth

You are in the

quartile

third

You are in the

quartile

second

You are in the

quartile

first

You are in the

quartile

Billing rank against others

Billing rank against our benchmarking data

Please contact sbansal@westmonroe.com to discuss your results.

The number of meters and marketing spend you entered is outside of our benchmarking data range.

Fourth

You are in the

Quartile

Third

You are in the

Quartile

Second

You are in the

Quartile

First

You are in the

Quartile

Next question

Benchmark your utility’s marketing and contact center

Next question

Benchmark your utility’s marketing and contact center

Billing rank against others

Start over

Billing rank against others

Percentage of customers on eBills

CALCULATE

Skip

Percent of customers on eBills

QUESTION 4 OF 6

Start over

Billing rank against our benchmarking data

Start over

Billing rank against others

Please contact sbansal@westmonroe.com to discuss your results.

The spend per bill you entered is outside of our benchmarking data range.

fourth

You are in the

quartile

third

You are in the

quartile

second

You are in the

quartile

first

You are in the

quartile

Billing rank against others

Billing rank against our benchmarking data

Please contact sbansal@westmonroe.com to discuss your results.

The number of meters and marketing spend you entered is outside of our benchmarking data range.

Fourth

You are in the

Quartile

Third

You are in the

Quartile

Second

You are in the

Quartile

First

You are in the

Quartile

Next question

Benchmark your utility’s marketing and contact center

Next question

Benchmark your utility’s marketing and contact center

Billing rank against others

Start over

Billing rank against others

BILLING ACCURACY

CALCULATE

Skip

BILLING ACCURACY

QUESTION 5 OF 6

Start over

Billing rank against our benchmarking data

Start over

Billing rank against others

Please contact sbansal@westmonroe.com to discuss your results.

The billing accuracy percentage you entered is outside of our benchmarking data range.

fourth

You are in the

quartile

third

You are in the

quartile

second

You are in the

quartile

first

You are in the

quartile

Billing rank against others

Billing rank against our benchmarking data

Please contact sbansal@westmonroe.com to discuss your results.

The billing accuracy percentage you entered is outside of our benchmarking data range.

Fourth

You are in the

Quartile

Third

You are in the

Quartile

Second

You are in the

Quartile

First

You are in the

Quartile

Next question

Benchmark your utility’s marketing and contact center

Next question

Benchmark your utility’s marketing and contact center

Billing rank against others

Start over

Billing rank against others

Days of balance prior to sending bill to collections

CALCULATE

Days of balance prior to sending to collections

QUESTION 6 OF 6

Start over

Billing rank against our benchmarking data

Start over

Billing rank against others

Please contact sbansal@westmonroe.com to discuss your results.

The billing accuracy percentage you entered is outside of our benchmarking data range.

fourth

You are in the

quartile

third

You are in the

quartile

second

You are in the

quartile

first

You are in the

quartile

Billing rank against others

Billing rank against our benchmarking data

Please contact sbansal@westmonroe.com to discuss your results.

The number of meters and marketing spend you entered is outside of our benchmarking data range.

Fourth

You are in the

Quartile

Third

You are in the

Quartile

Second

You are in the

Quartile

First

You are in the

Quartile

Billing rank against our benchmarking data

Benchmark your utility’s marketing and contact center