Case Study: Public Service Enterprise Group (PSEG) (NYSE: PEG)

CUSTOMER PROFILE

Low response rates were preventing PSEG from gathering the volume of data needed to deliver meaningful CX insights and identify potential areas of risk.

By standardizing on NICE for customer feedback, they‘ve gained the CX insights they need— and the dashboards to share them across departments—to improve CSAT and maintain their high overall CX ratings.

TOO LITTLE DATA, TOO FEW INSIGHTS

PSEG, a major utility provider, faced challenges with collecting actionable customer feedback across various departments within its contact center. The company struggled with low survey response rates and lacked detailed insights into customer satisfaction, which were vital for improving customer experience (CX) metrics.

As a large utility, PSEG interacted with customers in different departments such as customer service, collections, and small business. However, despite capturing feedback, the organization lacked a system that could integrate responses, segment results based on department, and help supervisors improve agent performance based on real-time customer feedback.

The situation became more critical as PSEG resumed post-COVID collection activities—a process that often led to customer dissatisfaction. With increasing pressure to enhance customer experience, the utility needed a more robust and integrated solution for gathering and analyzing feedback.

THE SOLUTION

PSEG was already using the CXone Mpower platform and had come to appreciate NICE as a trusted partner that could provide an all-in-one solution, so they made the strategic decision to standardize on NICE and turned to CXone Mpower Feedback Management to help them address their VOC challenges.

Feedback Management’s seamless integration with CXone Mpower made it a no-brainer, but several other capabilities influenced PSEG’s decision:

• Deeper insight into agent performance: the ability to link call recordings to survey responses sheds new light on each interaction
• Hassle-free IVR integration: making it easy to collect more feedback
• Powerful reporting and dashboards: with easy customization to meet the specific needs of each department
• Scalability across departments with the ability to handle large volumes of complex feedback

IMPLEMENTATION

PSEG implemented Feedback Management primarily to gather feedback on agent interactions, with an IVR question included as part of the survey process sent to customers after their interactions with different departments: customer service, inbound collections, and small business. The implementation process included alerting customers at the end of the call that a survey would follow.

To ensure consistency and improve the quality of responses, PSEG also made it mandatory for agents to inform customers about the survey during qualifying calls, incorporating this as part of their quality assurance (QA) and quality control (QC) processes.

Customized dashboards now provide the 25 PSEG frontline team managers with comprehensive CX insights, including survey responses, satisfaction scores, and performance metrics that help them identify who’s following procedure and receiving high scores—and who could use some targeted coaching.

THE RESULTS

By adopting Feedback Management, PSEG contact center supervisors have been empowered to take a more proactive approach to managing agent performance and improving CX metrics—and it’s paying off. The company has seen significant improvements in response rates, survey volume, and CSAT ratings across its contact center operations, with all departments exceeding the 92% goal.

The collection department, which resumed significant collection activity post-COVID, has particularly benefited, with much better survey participation and 1.6% higher customer satisfaction—despite the often challenging nature of collection interactions.

THE FUTURE

Looking ahead, PSEG plans to expand its use of Feedback Management to further enhance its VOC program and continually improve CX. Key focus areas include launching a closed-loop process to address customer issues in real time, and adding verbatim survey questions to gain greater insight into customers’ preferences, needs, and expectations—and whether they’re being met.