)
Author: Robert Henderson
Title: EVP, Growth as a Service
Link: /life-at-iqor/leadership/robert-henderson
" We are extremely impressed with how iQor has transformed to support our customers and deliver CSAT targets."
What iQor Delivered
$3M+
Estimated Savings
+30%
Increase in NPS
+5%
Improvement in CSAT
Challenge
When Survey Blind Spots Become Regulatory Risk
For a leading U.S. energy provider, customer satisfaction wasn't just a service metric; it was a regulatory obligation. Falling short of Public Service Commission (PSC) satisfaction standards put the client at risk of more than $3 million in penalties.
The problem wasn't performance alone. It was visibility. The client's legacy third-party survey program was structurally unable to show what was actually happening in the customer experience:
Low participation and small sample sizes couldn't support confident, statistically sound decisions
Feedback skewed toward negative experiences, distorting the true picture of service quality
Delayed insights surfaced problems long after the moment to act on them had passed
At the same time, the organization needed to shift its operating model from a cost-focused approach centered on average handle time (AHT) to one built around CX outcomes and compliance, without disrupting service delivery for customers who depend on their energy provider every day.
The challenge was clear:
Replace slow, skewed survey data with real-time, representative feedback
Close the gap between customer sentiment and regulatory compliance targets
Rebalance operations around CSAT and NPS without sacrificing efficiency
Do it across a bilingual, multi-country delivery footprint with zero service disruption
Solution
Real-Time Visibility, Powered by Performance iQ
iQor deployed its Performance iQ framework to replace delayed, low-sample surveys with continuous, action-ready feedback, combining Insights iQ and predictive NPS (pNPS) to capture sentiment through IVR-based feedback on effectively every interaction.
The result: near-real-time, 100% visibility into the customer experience, for the first time.
This transformation ran across customer care and first-party collections, delivered by 277 FTEs across the U.S. and Philippines in English and Spanish, covering 80% of the client's outsourced volume.
With performance now on target, the client's 2026 outlook reflects an estimated $3M reduction in regulatory exposure, turning a compliance liability into a proof point for what real-time CX visibility can do.
Key Solutions Delivered
Performance iQ (Insights iQ + pNPS)
Replaced low-sample legacy surveys with IVR-based predictive NPS, delivering near-real-time, 100% interaction visibility.
Insight-to-Action Coaching
Converted live sentiment data into targeted agent coaching and QA improvements within weeks, not quarters.
QA and CX Alignment
Realigned quality assurance from a compliance-only lens to one centered on customer resolution and sentiment.
Governance and Operating Cadence
Established an enhanced WBR/MBR/QBR governance rhythm that balanced CSAT performance with AHT.
Bilingual, Multi-Country Delivery
Scaled customer care and first-party collections support across the U.S. and Philippines in English and Spanish, covering 80% of outsourced volume with 277 FTEs.
Measurable Business Impact
$3M+
Estimated Savings
+30%
Increase in NPS
+5%
Improvement in CSAT
100%
Interaction Visibility via pNPS
80%
Of Outsourced Volume Covered
Ready to Turn Compliance Risk Into a CX Advantage?
See how iQor helps regulated energy and utilities providers replace guesswork with real-time visibility, predictive insights, and coaching that moves the needle on CSAT and NPS.
Trusted by Leading Brands
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}