Key Account Forum | Benchmarking
Elevate Utility Customer Experience with IUCX Benchmarking
Most utility companies already track key performance indicators (KPIs), service metrics and planned vs. actual performance stats. But the real differentiator? Leading utilities go a step further—they benchmark.
IUCX Benchmarking empowers utility leaders to measure, compare and improve. By evaluating customer experience and operational performance against peers, members gain actionable insights that drive customer satisfaction (CSAT), engagement and overall utility performance.
IUCX is a member-driven benchmarking association dedicated to identifying and sharing best practices in utility customer service. Our studies focus on the metrics that matter—supporting electric utilities today and paving the way for gas and water utilities to join. Because when utilities share performance data and insights, everyone wins.
Whether you're looking to improve call center efficiency, streamline outage communications, or enhance billing experiences, IUCX Benchmarking offers a data-driven path to elevate customer experience across your entire organization.
MEANINGFUL CONTENT
Members review and edit each annual survey, updating questions and new subjects. They participate in a broad range of topics discussed at the annual Benchmarking Roundtable. This candid and free-wheeling discussion is that differentiator identified above.
MEMBERSHIP TERMS and ROI
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Utility professionals who attend Key Account Forum typically extend their participation to Benchmarking.
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During the 2024 Benchmarking season, 12 electric utilities were members.
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Non-disclosure agreements are signed and submitted by all members to ensure data confidentiality.
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Members receive the full digital annual survey and report after Roundtable.
MEMBERSHIP HAS REWARDS
Full Member: $3,300/yr
Membership Term: July 1 – June 30
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Participate in the annual Benchmarking Survey
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Offer input on Survey questions
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Receive both the Survey results summary and detailed report
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Join the Benchmarking Roundtable Discussion at IUCX
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Receive one (1) complimentary registration to Key Account Forum
ANNUAL SCHEDULE
Benchmarking Leadership
Shelley Carter
Key Account Forum & Benchmarking Manager
scarter@iucx.org |
903-893-3214
Ed Zazzali
Event Lead
Ed Zazzali spent his career as the trusted utility advisor to scores of key accounts at PSE&G. His passions for the CX, service transparency, strategic thinking, over-the-top communications and building strong colleague networks as sounding boards and informal advisors make him the perfect lead for Benchmarking. Zazzali would love to visit with you about the benefits of becoming a member.
Other IUCX Events
Not included with Key Account Forum | Separate Registration Required:
June - December
The basis of the benchmarking survey is established. Members are solicited for participation.
January - February
Last year’s survey questions are reviewed, confirmed and sent to members for comment, change, deletion or addition. This process yields adds and changes.
February - March
Members respond to the survey. Some, due to company structure, submit their company information based on their Operating Business Units.
April
Data is compiled and reviewed for answers perceived to be out of the survey boundaries. Where applicable, clarification is requested. Thereafter, data is further refined, and the final confidential report is developed.
May
Members hold Roundtable Meeting to discuss survey results.
Compare your utility’s operational data ‘apples-to-apples’ with others in the industry. Use the comparison to support business cases and funding requests.
Know your data is protected by a non-disclosure agreement administered by IUCX, a 501c3 organization with a long history of sound integrity and strong ethics.
Engage in an open discussion with industry peers, enabling your utility to compare business structure and learn best practices.
PARTICIPATION BRINGS VALUE