Customer Service

Polaris Customer Service program

Established:	1991
Participants:	80 utilities from program inception
Diversity:	Canada, United States, South America, South Africa

Polaris Customer Service programs explore an extensive range of operational activities surrounding customer care. Surveys distributed to participating organizations focus on existing processes and procedures. Input from sponsor utilities into the questionnaire keeps the Polaris program leading the way in terms of utility customer service benchmarking.

Areas of emphasis include, but are not limited to:

Account management	Field services
AMR	First contact resolution
Billing	Fraud and energy theft
Consumer affairs	Information systems
Customer contact	Metering technology
Customer satisfaction	Meter reading and services
Credit and collections	Outsourcing
Energy efficiency	Payment processing