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The ‘Social Utility’: How Top Utilities Use Social Media

Managing communication and customer satisfaction during disasters. 

TCS carried out a survey during the American winter storms to explore how top utilities leveraged social media to interact with consumers and enhance customer satisfaction, especially during a disaster. Is there a correlation between a utility's social media presence and Customer Satisfaction Index (CSI) score? 

Supratik Chaudhuri

Head of Digital Services, Utilities, TCS

Nikkon Basu

Lead Analyst – Corporate Research Unit, Utilities, TCS


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