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Title: Streamline Your Field Operations With Cards
Author: Gerald L Meck
Source: American Gas Association 1985
Year Published: 1985
Abstract: Beginning in the 1960s, Hast Ohio started conducting Market Research projects to determine customer satisfaction but those were the days of cheap energy prices, and the public felt the Company was doing an excellent job of serving its needs. As a matter of fact, there was little we could do wrong. But, along came the late 70s, and with those years came much, much higher energy prices and a resulting change in customers attitudes. It began to seem like there was little we could do to please the customer. With this in mind, we at East Ohio started to pursue ways to improve customer satisfaction and at the same lime improve the high level of performance in our Customer Service operations. We felt that a major change in the way we provided service to the customer would be necessary to make a significant improvement in customer satisfaction.

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