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Pepco by Exelon Customer Success Story

Uncovering Customer Experience Blind Spots with the Voice of the Customer

One of the largest energy delivery companies in the Mid-Atlantic region gathered new insights into both internal and external CX gaps, with the help of NICE Satmetrix Voice of the Customer (VOC) solution. Through a refined post-call survey, they now get the insights needed to meet CX targets with confidence and precision.

1

Improved Accuracy

Refined FCR survey accuracy and insights on a tight schedule

2

FCR Efficiency

Identified new internal and external barriers to FCR

3

Continuous Improvement

Launched recognition program that includes survey data and customer verbatim comments