Mercury’s investment paid off: customers loved the Good Energy Monitor. Since it launched,
Mercury’s brand value has increased 5%, and overall customer satisfaction has increased 3%. More importantly, customer loyalty is up. Mercury sees 10% lower churn among customers who are most engaged in the program. The Good Energy Monitor has also unlocked cost savings. By giving customers a clear window into their energy use before the billing period ends, Mercury has achieved a 19% drop in high bill-related calls into the call center. Moreover, web traffic has increased 51% year-over-year, with spikes driven by email reports, alerts, and digital advertising.
This story was originally published on www.opower.com.