Stream Energy - Customer Churn
Name: 


A red asterisk (*) indicates required questions.

  1. How satisfied would you say Stream Energy Customers are with their energy plan and rate?
    Based on this scale: 1=Non Satisfied, 2=Somewhat Satisfied, 3=Satisfied, 4=Very Satisfied *

          1 2 3 4    
      12 months   
      18 months    
      18 months Green and Clean    
      12 months Green and Clean   
      Month to Month   


  1. How many calls per month do you set for the wind back department? *
    0
    0-2
    3-4
    5-6
    7-8
    9-10
    more than 10


  1. Order the following cancellation/reasons to transfer to the wind back department, based on what you experience with Stream Energy Customers. - 1=Most Common, 6=Less Common Reason -*
        1 2 3 4 5 6
    Customer Experience on Payment Arrangements  
    Competitor Offers / Price changed  
    Deposits  
    Adjustments to billing cycle  
    Ignites misleads  
    Consumption Disputes  


  1. Out of every 10 Move Out calls on which you offer Transfer of Service, how many times would you say customers REJECT the option? *
    0
    1-2
    3-4
    5-6
    7-8
    9-10


  1. Why do customers reject Transfer of Service? *


  1. What is the main challenge experience while aiming to retain customers?*
    Be able to explain the Stream Energy Benefits
    Explain the Adjustment of bills.
    Payment arrangements
    Lack of Retention offers.
    Other:


  1. If your response was other please specify.


  1. What have customers commented in regards to our offers in comparison to other companies offers?
    TXU
    Champion
    Reliant
    Ambit Energy
    Other*


  1. Which of the following ideas provided by the leadership team and representatives would be more helpful to prevent customers from leaving Stream Energy? *
    Tool or system to review updated information about competitors’ plans, prices and surcharges
    More variety in the type of contracts
    More extensions or extensions per day
    Promotions for contract renewals
    Other:


  1. If your response was other please specify.





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