Case Study: Entergy Outage Communications © Kubra Data Transfer Ltd. 2017. All rights reserved.In 2009, Entergy’s satisfaction scores for outages (62% positive) were lower than other transaction types, and 30% of respondents gave Entergy a poor rating (0-4 on a 10-point scale) in keeping customers informed about outages. T o find a solution, Entergy conducted customer interviews, ran focus groups, and monitored virtual discussion groups to create a picture of customers’ overall experience. Based on the findings from these interviews and discussions, Entergy started a journey to move from communicating to customers to engaging with customers. T o meet its customers’ needs for information, Entergy launched a complete communications program including enhanced outage maps powered by o

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