How COVID-19 Transformed Customer Communications

The coronavirus pandemic has reinforced the value of establishing strong relationships with business and residential customers, during good times and bad. Energy utilities that maintain regular digital communications with customers were able to reach them when needed — and customers responded with record-high engagement rates during the crisis.

Questline analyzed the performance metrics of more than 72 million coronavirus-related emails sent to energy utility customers during the initial months of the pandemic. Several important trends emerged from this massive outreach effort. With these insights, utilities can better manage the ongoing communication needs of the coronavirus pandemic and prepare for a future crisis by building strong customer relationships before they are needed.