Con Ed faced the challenge of pleasing 21st century customers with rising expectations. Customer interactions have become more prominent and Con Ed is being held to a higher standard. Today, comparisons are being made to other best in class companies.
At the same time, internal clients are requiring greater access to customer insights. This created a critical challenge, one in which the newly formed market research division of Con Ed needs to create new inroads so that market research and customer insights become part of the product/service development process.
In January 2015, the Con Edison Advisory Community was launched. Featuring the insights and contributions of over 10,000 members, the community was segmented to serve as a microcosm of Con Edison’s 6,000,000 customers! The CrowdWeaving® module was seamlessly integrated into our award winning community platform.
Online Gas Leak Map
The idea was to interact with customers in an iterative environment to create new products/services and well as improve existing ones. By bringing our customers directly into the process and being more transparent with our information, Con Ed has been able to improve customer satisfaction with their online gas leak map.
Enhancements lead to positive perceptions.
No longer content with simple linear research projects that merely provide a snapshot in time, Con Ed now uses their 10,000-member community for nonlinear ongoing feedback.