Innovation Management Wisdom

Entergy Tops J.D. Power Ratings with Whyze Group Support

November 8th, 2013

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Entergy, an energy utility in the deep south, just topped J.D. Powers national customer satisfaction ratings for energy utilities in the U.S. Just three years before, Entergy had been in the bottom quartile of J.D. Power’s rankings. Whyze Group played a key role in creating new services that customers value and which led to Entergy’s industry leadership.

Whyze Group began working on several new service improvements with Entergy in 2010. Whyze Group led the design of new outage communications, billing inquiry, energy conservation and money saving programs. These programs integrated field personnel, corporate communications, websites, online tutorials, SMS text updates, email, enhanced billing statements and call center communications.

The result was industry leadership, lower operating costs and favorable treatment by public utilities commissions.

Entergy New Orleans was a test case for the initial rounds of service improvements. These were then rolled out to other operating companies in Texas, Mississippi, Arkansas and Louisiana.

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