bellomy utilities on off switches
bellomy utilities on off switches

we speak utility

Immersed in the industry for more than 30 years, Bellomy understands the unique needs of utility and energy clients in both regulated and deregulated markets.

Utilities are essential

and it’s essential that you receive insights that meet you where you are – whether you have a big, foundational need, a more immediate challenge, or an ongoing initiative – Bellomy has a suite of solutions and the expertise to tailor them for each use case.

Utilities

Between the limited choices that customers have and the critical importance of their opinion, utilities are unique.
 

Foundational Needs

Segmentation

When executed well, segmentation solutions impact nearly every aspect of a utility’s business, enhancing customer centricity and driving effective growth strategies. Bellomy’s transparent process, tailored specifically for utilities, incorporates operational and attitudinal data, typically resulting in the ability to apply the solution to your entire customer base.

Brand Health

How your brand is perceived by customers and the broader community is crucial. However, many utilities struggle to identify the right metrics and benchmarks to gauge perceptions. Bellomy has a proven process for pinpointing your utility’s specific Brand Health KPIs and assessing their impact on each other and on the overall health of your brand.

Future Planning

Trying to anticipate future saturation or load requirements? What about meeting an upcoming sustainability goal? Bellomy’s research team can ensure you are reaching a representative group of customers and applying the best research methods to answer these questions and mitigate risks.

Immediate Challenges

Optimization

Whether your goals are to encourage green energy adoption, assist underserved customers, implement a demand response program, or launch other new initiatives, Bellomy’s innovation and optimization techniques minimize risk and maximize adoption of services, plans, and programs.

Communications

Communication is key to any healthy relationship, especially with your customers. Whether you expect your message to be received positively or negatively, testing it through qualitative and quantitative methods can ensure clarity and transparency, fostering customer trust.

User Experience

Your customers are regularly interacting with you digitally through apps and your website. They’re accessing outage maps, paying bills online, tracking their usage, and more. Bellomy’s UX experts can guide you in creating smooth, pleasant touchpoints that address users’ needs and end in a resolution without extra calls to your support center.

Ongoing Initiatives

Customer Satisfaction

Our approach to Utility Customer Satisfaction goes beyond regulatory mandates–it’s about utilizing insights to foster meaningful service improvements and positive experiences for all customers through multi-modal and multilingual approaches.

Brand Tracking

As a utility, maintaining a healthy brand translates to greater community advocacy and support when you need it. Bellomy’s tools are designed to track and compare your utility’s specific Brand Health KPIs over time, and our advanced analytics team applies sophisticated modeling techniques to diagnose any issues as they arise.

Customer Experience

To make quick, effective decisions, utilities need timely, accurate information delivered to the right people. Bellomy’s CX solution prioritizes actionability by evaluating customers’ experience at brand, journey, and transaction levels, integrating seamlessly with other internal and external systems. Our agile approach captures feedback from all customer groups, including the “silent majority” who rarely engage proactively.

How can we help?

Let's Talk

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Unlock the latest insights on how utility customers feel about chatbots and virtual assistants.

Curious about what utility customers really think about digital self-service tools?

Get instant access to Bellomy’s Utility Heartbeat results and uncover how comfort, speed expectations, and feature gaps are shaping the future of AI-powered customer service.

Inside, you’ll discover:

  • What tasks customers trust chatbots with—and which they’re skeptical of
  • Where current solutions fall short—and what would change minds

Don’t miss your edge.
 

Download the Results

Chatbot virtual perceptions

Utilities with customer panels are more customer-centric.

A panel allows you to swiftly tackle immediate challenges and gain clarity on how ongoing initiatives impact customer satisfaction and engagement.​

Our teams were extraordinarily impressed with the outcome of this project. We are especially appreciative of the next-level coordination, moderator and presenter excellence, and the Bellomy team leadership. The insights you delivered were actionable and went beyond our initial expectations. We look forward to working with Bellomy again. 

CX Research Manager

Reaching All Customers​

For utilities, every customer voice matters. Bellomy goes the extra mile to understand your diverse customer base and any unique or vulnerable groups within, recommending the right sampling, analysis, and weighting approaches.

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All customers–big and small​

From your largest C&I customers to your most remote residential customers and all the suburban households and SMB customers in between, Bellomy has experience reaching, engaging, and analyzing data from all key utility audiences.

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Ensuring Reach Across All Locations and Technology Access Levels​

We understand that online isn’t always the best way to reach a representative audience. Our in-house contact center conducts both in- and outbound phone surveys, and our designers can create mailers to drive additional survey traffic from hard-to-reach audiences. Our system seamlessly integrates responses across all methods of data collection.

smart home app

Language barriers – removed​

Bellomy’s survey platform is fluent in over 40 languages. By enabling customers to respond in their preferred language, utilities not only reach more customers, but also get better data and facilitate better experiences.​

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Who are you trying to reach?

Let's find them together

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AI Analytics dashboard

 

Ready to empower your team with these tools?

Let's Talk

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Bellomy's client services team at Consumers Energy

 

How can we support you?

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Customer segmentation may be the most important foundational study a company can do.

When considering the future of utility services, deeply comprehending your customers is a strategic imperative. To learn how customer segmentation insights increasingly help utilities navigate industry challenges, download the Bellomy Power Potential guide.

Download the Guide

The most successful utilities are not just adapting

They are leading by optimizing VoC insights to redefine their strategic planning and customer engagement.

Our comprehensive Voice of the Customer (VoC) guide is designed to help you do just that.

In this guide, you’ll discover techniques and real-world applications to make your utility more customer-centric, leading to measurable improvements in areas that matter most:

  • Enhance customer satisfaction
  • Boost brand advocacy
  • Drive product and services innovation

Get the “Your customer's valuable voice” Guide

Your Customer's Valuable Voice by Bellomy Research

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