Entergy Outage Communications Program Engages Customers

Entergy delivers electricity to 2.8 million utility customers in Arkansas, Louisiana, Mississippi, and Texas. In 2009, Entergy’s satisfaction scores for outages were lower than other transaction types, and 30% of respondents gave Entergy a poor rating in keeping customers informed about outages. This case study discusses the journey Entergy made from 2009 to 2016 to meet its customers’ needs for information and move from communicating to customers to engaging with customers.

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