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.


Improved Accuracy

Refined FCR survey accuracy and insights on a tight schedule


FCR Efficiency

Identified new internal and external barriers to FCR


Continuous Improvement

Launched recognition program that includes survey data and customer verbatim comments