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From Worst to First: DTE Energy's Customer Satisfaction Journey

Published May 28, 2015

Customer satisfaction is the key to a utility’s success. Achieving such satisfaction requires commitment and focus across every level of an organization. With company-wide processes and buy-in, and strong support from its customer care partner, handling thousands of outbound calls and delivering activity reports daily, the DTE Cares Program took its JD Power scores from worst to first. Through a strong partnership and collective effort to drive results, DTE Energy and CustomerLink transformed their story into one of success.

Watch this free webinar to learn:

  • A grassroots approach to holistic customer satisfaction
  • The payoffs of investing in customer services
  • How to deliver excellent customer care and achieve program goals

Bio

Matt Klucevek, Manager of Customer Service, DTE Energy

Matt has a rich history in the field of customer service, with more than 10 years seeing to the continuous improvement of operations, and the satisfaction of DTE Energy’s customer base. The breadth of his experience includes the management of programs to enhance processes, improve customer experience, raise satisfaction levels and reduce costs. Matt currently oversees DTE Cares, a program to improve customer satisfaction.

Jane A. Fitzpatrick, Director, CustomerLink (a CLEAResult company)

Jane has been with CustomerLink for over 15 years. She has led, developed and maintained powerful partnerships with the leading investor-owned utilities in the country. In her tenure, Jane has created a suite of products and services that holistically allow utilities to manage the life-cycle of their residential to small-medium commercial customers, from acquisition to loyalty/retention, using CustomerLink's core contact center capabilities.

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