From Legacy to Leadership: Snohomish PUD’s Digital Transformation Journey Building a JD Power-Worthy Customer Experience
In the Pacific Northwest, Snohomish County PUD serves more than 367,000 electric customers across 2,200 square miles—blending rural communities, urban growth, and major industrial loads like Boeing’s Everett factory and a regional naval base. It’s a complex service area with evolving expectations.
But this isn’t just a story about modernization. It’s about a mindset shift.
With a bold goal to become one of the top-ranked utilities in the country for customer satisfaction, Snohomish PUD is rethinking how it serves, communicates, and innovates. JD Power became their rallying point—but customer trust became their north star.
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What Changed: The Platform and the Mindset
Customers can now request 14-day extensions with no phone call. If they're ineligible, the system tells them why. That alone has reduced call volume and frustration. Another win? The move request feature—added with no promotion, yet processed nearly 2,000 times in just a few months. Customers didn’t need instructions—they just needed intuitive options.
Email Yourself The Full Story Use Their transformation story to rally your team
You can chase JD Power and serve your customers better at the same time.
Customers don’t want more channels. They want fewer headaches.
Download the PDF Presentation Recap to review Snohomish PUD’s customer experience journey and key success outcomes.