For the fourth consecutive year, J.D. Power and Associates, the renowned global marketing information firm known for surveys of customer satisfaction, has recognized the AmerenUE contact centers for providing its customers “An Outstanding Customer Service Experience.” The UE contact centers are among a select few in the industry to receive this certification.
This year’s certification process involved a customer satisfaction survey asking customers to rate the contact center agents on criteria including courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.
“J.D. Power and Associates certification is a tremendous honor for our contact center employees because very few other contact centers have achieved this distinction,” says Richard Mark, UE senior vice president, Missouri Energy Delivery. “This took hard work and a strong commitment to excellence by everyone involved and clearly demonstrates the great concern and respect UE contact center employees have for our customers.”
To retain their certification status, the UE contact centers must pass the customer survey phase every 12 months. In addition, every other year they must also pass an audit phase that measures internal practices, processes, policies and programs and their effectiveness in continuing to improve customer service.
Established in 1968, J.D. Power and Associates is a global marketing information firm that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior. Today, the firm’s services include industry-wide syndicated studies; proprietary (commissioned) tracking studies; media studies; forecasting; and training services, as well as business operations analyses, and consultancies on customer satisfaction trends. On April 1, 2005, J.D. Power and Associates became a business unit of the McGraw-Hill Companies.
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