Yes
4.70
Moving
29
1
To start, stop or transfer service when moving or for new construction » To hear these options again » If you are calling to start, stop or transfer service when moving
Hybrid: Press or say system (Ex: Press 1 or say “one”)
No
task_h_northwesternenergy_1.mp3
Off
This scenario involves three different tasks, and for each, you are moving to a new home. 1. You are about to move into a house that you just purchased. You’re from out of state, so you’re a new customer and don’t yet have an account with the utility. You want to call your utility and arrange to have the power turned on by the time you move in. 2. You are moving out of your house and outside of your current utility’s service territory. You want to call your utility and arrange to have the power turned off and your account closed so that you can pay your final bill. 3. You are moving to a new house that is close to your old one, so you won’t be changing your utility provider. You need to arrange to have your power turned off at your old house and turned on at your new house.
Off
Navigation
5
The option for this task was clearly identified at the main menu, and I had confidence using this system.
210130
Functionality
4
I thought the system was very simple to use. I appreciated that authentication information was not asked for before transfer to a CSR.
I found what I was looking for within 35 seconds of being on the call which would have been a great customer experience, but the following 32 seconds of marketing the online feature for moving service requests was intrusive. If I wanted to use the online feature I would not have called and if I didn't know about the online feature, a 32-second commercial about the feature was a time waster and I felt held hostage by this advertisement. I would suggest getting rid of this message and if the utility insists on marketing during these calls, the message should have a 5-10 second limit out of respect for the customer who just wants to accomplish a task and get off the phone. 210130 Delivery 5 The voice had personality and was very easy to listen to during the length of the call. If it was computer generated, it wasn't apparent which was enjoyable. 210130
I found what I was looking for within 35 seconds of being on the call which would have been a great customer experience, but the following 32 seconds of marketing the online feature for moving service requests was intrusive. If I wanted to use the online feature I would not have called and if I didn't know about the online feature, a 32-second commercial about the feature was a time waster and I felt held hostage by this advertisement. I would suggest getting rid of this message and if the utility insists on marketing during these calls, the message should have a 5-10 second limit out of respect for the customer who just wants to accomplish a task and get off the phone. 210130 Delivery 5 The voice had personality and was very easy to listen to during the length of the call. If it was computer generated, it wasn't apparent which was enjoyable. 210130