The Crucial Link: How Energy Burden and Engagement Impact Customer Satisfaction

02/11/25 • 26 min

Welcome to the second episode of the BlastPoint Deep Dive Podcast! In this episode, we'll delve into Energy burden, the percentage of household income spent on energy costs, which is more than just a financial metric—it’s a window into the struggles many utility customers face daily. High energy burden disproportionately affects low-income households, leading to difficult trade-offs between energy bills and essential needs like food, healthcare, and education. For utility companies, addressing energy burden isn’t just a matter of social responsibility—it’s directly tied to customer satisfaction (CSAT) and engagement. High-burden households often demonstrate significantly different behaviors, such as increased call center usage and web activity, signaling their search for relief and solutions. These behaviors offer invaluable insights into their needs and pain points, presenting utilities with an opportunity to intervene and improve not only customer satisfaction but also operational efficiency.

By understanding the correlation between energy burden, engagement patterns, and CSAT scores, utilities can unlock targeted strategies that reduce stress for high-burden customers while fostering loyalty and long-term satisfaction.

To showcase this in action, BlastPoint’s real-world analysis reveals that high energy burdens often lead to:
- Increased call center usage
- More frequent website visits
- Lower customer satisfaction scores

Visit our website at https://blastpoint.com/ to learn how AI can unlock the full potential of customer intelligence.
If you want to learn more and speak with our specialist, please contact us to schedule a demo today!

Previous Episode

Accelerate Liquidity: Top Deposit-Growth Strategies for Credit Unions

Did you know that a 2023 NCUA report revealed that deposit growth at credit unions slowed to just 2.2%. As rising interest rates and intense competition put pressure on liquidity, 34% of marketers are prioritizing strategies to grow deposits and strengthen member relationships.

In this episode, we explore actionable tactics to address these challenges and drive deposit growth effectively.

Download the Credit Union Benchmark Report
To empower credit unions with data-driven insights, BlastPoint’s Credit Union Member Deposits Benchmark Report reveals essential trends and benchmarks that can inform strategies for boosting deposits and accelerating liquidity. Download the report today to see how your credit union compares and discover proven methods for optimizing deposit growth.

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Visit our website to learn more about what BlastPoint can do for your business.
If you want to learn more and speak with our specialist, please contact us to schedule a demo today!

Next Episode

How Financial Institutions Can Gain a Competitive Edge with External Data

Welcome to the second episode of the BlastPoint Deep Dive Podcast!
In this episode, we explore the growing importance of external data in the financial industry. While banks and credit unions have traditionally relied on internal data, today’s rapidly evolving landscape demands a broader, more strategic approach. By leveraging external data—such as market trends, economic indicators, and consumer behavior—financial institutions can make more informed decisions, enhance personalization, and strengthen their competitive positioning.

Join us as we discuss:

The most valuable external data sources for financial institutions
How external insights can drive smarter decision-making and growth
Real-world examples of financial institutions using external data to improve engagement and market reach

To dive deeper into this topic, download our whitepaper, The Essential Guide to External Data, and discover actionable steps for integrating external insights into your financial strategy.

📥 Download the white paper here