BlastPoint Deep Dive Podcast

Welcome to the second episode of the BlastPoint Deep Dive Podcast! In this episode, we'll delve into Energy burden, the percentage of household income spent on energy costs, which is more than just a financial metric—it’s a window into the struggles many utility customers face daily. High energy burden disproportionately affects low-income households, leading to difficult trade-offs between energy bills and essential needs like food, healthcare, and education. For utility companies, addressing energy burden isn’t just a matter of social responsibility—it’s directly tied to customer satisfaction (CSAT) and engagement. High-burden households often demonstrate significantly different behaviors, such as increased call center usage and web activity, signaling their search for relief and solutions. These behaviors offer invaluable insights into their needs and pain points, presenting utilities with an opportunity to intervene and improve not only customer satisfaction but also operational efficiency. 

By understanding the correlation between energy burden, engagement patterns, and CSAT scores, utilities can unlock targeted strategies that reduce stress for high-burden customers while fostering loyalty and long-term satisfaction. 

To showcase this in action, BlastPoint’s real-world analysis reveals that high energy burdens often lead to:
- Increased call center usage
- More frequent website visits
- Lower customer satisfaction scores

Visit our website at https://blastpoint.com/ to learn how AI can unlock the full potential of customer intelligence.
If you want to learn more and speak with our specialist, please contact us to schedule a demo today!