PPL and Vision Critical use web to study customer needs

Allentown, PA, Jan. 26, 2009 — PPL Electric Utilities and Vision Critical are using a custom online panel to study what’s important to electric customers in a changing energy market.

Maintaining the highest quality customer service is important to PPL Electric Utilities, said Donald Frazier, manager of marketing research. As a result, PPL Electric Utilities first launched a custom online panel in 2006 and has used information collected from customers to develop programs and options for customers.

“After exploring many methodologies, we found that developing our own panel was the best answer,” Frazier said. Vision Critical’s panel platform, Sparq, includes visual questions — meaning respondents have a better survey experience.

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