Con Edison faced the challenge of pleasing 21st century customers with rising expectations. Customer interactions have become more prominent and Con Edison is being held to a higher standard. Today, comparisons are being made to other best in class companies.
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! Our co-creation community services and CrowdWeaving® methodology were seamlessly integrated to create an award-winning solution for Con Edison.
The idea was to interact with customers in an iterative environment to create new products/services and well as improve existing ones.
By bringing their customers directly into the process and being more transparent with our information, Con Edison has been able to improve customer satisfaction with their online gas leak map.
“Intuitive features, zoom in and zoom out. Optimize for smartphone touchscreens.”
“It’s easy to use and see your immediate area. It would be good to be able to zoom in and out of the map, in case we were reporting a gas leak in a neighboring area (i.e. for a friend etc.).”
“Unlike Google maps, once you zoom out, it won’t stay that way and zooms back in far away from where you initially were. The zoom feature is an essential feature and should be tweaked to operate as it should.”
“I didn’t know how many gas leaks were around my area. It is good to know that they were all safe and taken care of.”
“I think the map has the right idea. Maybe it would be good to include an ‘alert’ option, where if there is a gas leak within 5 miles of my home, I would be emailed the location and once it’s been resolved.”
No longer content with simple linear research projects that merely provide a snapshot in time, Con Edison now uses their 10,000-member community for nonlinear ongoing feedback.