Stream Energy Electricity


A red asterisk (*) indicates required questions.

  1. How often do you receive calls when a customer made a payment online, and had problems for possible disconnection and late fees? *
    Very often
    Often-Sometimes
    not so often
    never


  1. -Please select the two most frequent inconveniences when using the Stream energy website?*
    •Payments through website take 24 hours to update
    •Subscribe to “My Stream Account”
    •Enrollment
    •The “Customer disclosure document” is too hard to find.
    •OTHER –specify


  1. If your answer was “Other” please explain


  1. What is the most common inconvenience when using the IVR?*
    • It does not recognize the last 4 digits of SSN or account number.
    • It does not take the payment
    • It merges the past due balance with the new one
    • Customers feel it is too complicated
    • OTHER-specify


  1. If your answer was “Other” please explain



  1. What is the fastest and more reliable way to make a payment?*
    • Pay-stations
    • Website- My Stream Account
    • By phone with CRs
    • IVR
    • Mailing checks
    • ACH (Automated Clearing House )


  1. When a customer needs help to enroll online it is because. - Select the two most frequents *
    - Customer is computer illiterate
    - Website is not user friendly
    - They don’t know about the option
    - ESIID has been register before
    - There is no English options on the website
    - OTHER – Specify


  1. If your answer was “Other” please explain



  1. What do you consider will be the two best improvements for the enrollment options?*
    - To include the “over the phone enrollment” option
    - To make the website more users friendly or more obvious of where to enroll
    - To have the chat assistant on the website
    - OTHER… explain


  1. If your answer was “Other” please explain



  1. How did the prospects find about Stream Energy?*
    -Word of mouth
    -Television
    -Online
    -Newspaper
    -Not mentioned


  1. Do the new Prospects or customer enrolling, have a current service provider? *
    Yes
    No


  1. For those who responded yes, please specify the company


  1. What is the main concern for a Spanish-speaker when they are looking for an Energy company?*
    Price
    Free of deposits
    The need of ID or SSN
    The language (they are looking to be attended fully in Spanish)





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