Philadelphia Gas Works (PGW) Parts & Labor Plan
The Parts & Labor Plan offered by PGW is intended to serve as a regular and emergency maintenance plan for natural gas appliances. Over half of Pennsylvania houses use natural gas as their main source of heat (U.S. Energy Information Administration, 2021) and, while this plan is currently utilized by a portion of PGW customers, untapped segments of diverse customers remain.
The scope of this consultation is to determine customer segments that PGW should target to attract both new and existing customers to sign up for the Parts & Labor Plan.
Research Methodology
The research for this consultation was conducted via literature reviews and analyzing secondary data through Drexel’s databases. We looked for descriptive statistics, analytical data on our segments, and qualitative information about these segments. An inclusive list of resources can be found on the Sources slide of this presentation.
Issue Identified: Enrollment Period
- Turning customers away when they need the service the most.
- Customers my experience the “Income Effect” at different parts in the year. The income effect is where a change in income has a subsequent effect on demand.
Details and Recommendation: Enrollment Period
- Busiest Home selling months are May, June, July and August. June is the Peak month to sell and buy a home.
- Slowest moths of selling activity are November, December, January and February.
Recommendation
- Open Enrollment.
Satisfied vs Unsatisfied Customers
Customer satisfaction is a crucial element of any organization, especially if it provides its services directly to people. In the case of Philadelphia Gas Works, there are many more unsatisfied customers than the satisfied ones, which demonstrates that the company’s course of action might need reconsideration. According to Yelp Reviews, the average rating of Philadelphia Gas Works is 1.5 out of 5, based on 22 different reviews. Most customers are unsatisfied with the customer service, especially the quality of services provided by consultants working in the call center and the organization’s office. People report that those consultants are often rude and violate business etiquette. Additionally, numerous reviews state that some customers have had their gas bills miscalculated, receiving requests for overpayments or even payments for the unrelated property. Overall, most customers seem unsatisfied with the quality of services provided by Philadelphia Gas Works, and the company might need to consider taking some measures to improve the situation.
Customer Unsatisfaction: What to do?
Suppose Philadelphia Gas Works wants to improve the customer satisfaction rate and win customers’ loyalty. The two main problems identified during the analysis of reviews are consultants’ rudeness and incorrect calculations of payments. Firstly, the company should consider conducting a qualification test for its employees to see whether they are competent in terms of business etiquette. Employees that do not behave as professionals while communicating with customers might need reeducation. Secondly, Philadelphia Gas Works should put more effort into its paperwork to ensure that its customers do not receive bills for the gas they have not used. Once everything mentioned is done, the organization will have a high chance of improving customer satisfaction. Consequently, it will allow Philadelphia Gas Works to increase the loyalty of their customers and, potentially, even attract new clients.
Sources
2021 Home Buyers and Sellers Generational Trends Report. National Association of REALTORS® Research Group.
Where Do I Fall in the American Economic Class System? U.S. News.
Who are Philadelphia’s Landlords? Pew.
The State of Housing Affordability in Philadelphia. Pew.
Philadelphia Gas Works. Yelp.