Consumers now demand data from utility companies covering all aspects of delivery and pre/post service which puts pressure on marketing departments to provide samples.
This requires the need to monitor services like net promoter scores, chat room and blog activities.
In addition to helping consumers decide on a new utility company the information collected will help to understand consumers needs, preferences and any market movements by competitors.
In these modern times it is not enough to tell consumers you are trustworthy, you have to prove it. Statistics are needed to demonstrate that what you are saying has been proven by research.