1. Insights Conference July 20-22, 2016 Boulder, CO
2016 Customer Service Benchmarking
Introduction
Insights Conference
July 20-22, 2016
Boulder, CO

2. Agenda for the Introductory Discussion
Introductions
Purpose of the Meeting
Schedule for the Week
Who’s in the Community
Expectations for the Week

3. Purpose of the Meeting
The primary purpose of the meeting is to discuss the findings from this year’s benchmarking study, including the core subjects and the discussion topics
Highlight performance trends
Identify emerging practices
Share practices with peer companies
A secondary purpose is to begin preparations for next steps
On-site presentations for leaders
Uses of the results at home
Topics of interest for next year
Growing the community in 2017

4. Agenda

5. The 2016 Benchmarking Community
Austin Energy
AVANGRID
NYSEG
RG&E
Central Maine Power
CPS Energy
DTE Energy
Entergy
Exelon
BGE
ComEd
PECO
FirstEnergy
CEI
JCP&L
Med-Ed
Mon Power
Ohio Edison
Penelec
Penn Power
Potomac Edison
Toledo Edison
West Penn Power
Gaz Metro
Hydro-Québec
Lakeland Electric
Oncor Electric Delivery
Pepco Holdings
Atlantic City Electric
Delmarva
Pepco
PSE&G
PSEG Long Island
Tacoma Public Utilities
Westar Energy
New companies for 2016

6. Expectations for the Week

7. What to Expect this Week
For the core areas of the study, we will present results, and engage some discussion within the group, with a focus on covering a few areas:
Results and trends in performance
Best long-term practices, and what is emerging
How various processes flow through the different functional organizations
How benchmarking can help in improvement efforts
Discussion Topic
Outbound Communications: Understand the impact of outbound communications on customer perceptions

8. What You Should Do this Week
Ask questions
Share your ideas
Meet the representatives from the other companies
Ask other companies how they use the results
Ask other companies about the on-site presentations and how they’re set up and used. Consider what themes would you like covered at your on-site.
Think about particular areas of focus that apply to your company, how information can be shared, how your teams can benefit from these results

9. Available Outputs and Uses
Questionnaire Results
Statistical report
Charts, graphs, tables
All sections, plus a “profiles” section
Performance Profiles
Specific to each member company
Trend charts
Insights Conference Presentations
Summaries of each major section
Discussion Topic Results
Webinar Recordings
Click to listen
PowerPoint Summary Files
Insights Conference Presentation
Summary of Findings
On-Site Presentations
Tailored to your request
Covering both questionnaire and discussion topic results
Can be presentation or discussion
Latest version of the report will come out after the meeting. We have received a few data updates, so will be providing an updated statistical report later.

10. Attendee List Company Name Email Austin Energy William Purcell
Entergy
Lawson Key
Exelon - BGE
Jeannine Beran
Exelon - ComEd
Edward Adams
Ameerah Shabazz
Exelon - PECO
Qiong Lin
FirstEnergy
Jenny Bonsky
Christy Forester
Hydro-Québec
Annie Tremblay
Lakeland Electric
Stephanie Naser
Oncor
Roger Stephens
Jesse Medlock
Pepco Holdings
Dave Sneeringer
PSE&G
Rob Woudenberg
Westar
Josh Belisle
Janet Rinehart
Kelly Reynolds

11. Thank You for Your Input and Participation!
Your Presenters
Ken Buckstaff
Debi Cook
Gene Dimitrov
Rob Earle
About 1QC
First Quartile Consulting is a utility-focused consultancy providing a full range of consulting services including continuous process improvement, change management, benchmarking and more. You can count on a proven process that assesses and optimizes your resources, processes, leadership management and technology to align your business needs with your customer’s needs.
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