At a Glance
As a result of partnering with NPS Prism, Dominion was able to:
- Get an accurate pulse on the customer experience and gauge brand perception of Dominion.
- Identify which customer journeys to measure and improve.
- See in real-time how changes to CX were impacting customers.
- Optimize digital touchpoints for improved customer experience.
Once Dominion’s customer service team had buy-in from senior leadership on the importance of improving customer journeys, the search began for the right CX partner. They sought a team of proven CX experts who knew how to measure and optimize customer journeys, and had experience doing this for world-class utilities companies.
Their search led them to NPS Prism.
Through NPS Prism’s CX benchmarking platform, Dominion was able to set measurable goals around customer experience that everyone was aligned on.
"NPS Prism makes it clear where to focus our customer experience efforts. They’ve given us the tools to set measurable goals around our customer journeys, and determine which touchpoints have the biggest impact on our customers’ perception of us."
Utibe Bassey, Vice President of Customer Experience, Dominion Energy