Utilities continue to struggle to get digital right according to the J.D. Power 2019 Utility Digital Experience Study, released this week.
There is an improvement in overall satisfaction from last year, but although utilities still lag behind other industries when it comes to delivering a satisfying digital customer experience, there remains a path forward for them to further improve.
Now in its second year, the study assesses how customers interact with their utility based on their perceptions of the available websites and mobile apps as well as the social, email, chat and text functions of the 67 largest electric, natural gas and water utilities in the United States.
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