Custom Commissioned ‘Voice of the Customer’ Study Focusing on High Voltage Vacuum Circuit Breakers

Company

A North American leader in the design and manufacturing of electric and electronic products, systems and services.  They serve the North American power systems, rail transportation, and large visual display markets with electrical and electronic products, systems and services.

Challenge/Overview

Vacuum interrupter technology is already commercially available and has been demonstrated to be highly reliable in medium voltage circuit breakers. These breakers use vacuum interrupters and dry air, a mixture of N2 and O2, as the insulation medium during switching functions. Expanding the technology up to 145 kV is in development and the client is expected to have this product commercially available in 2022. This client  was looking to enhance the development process by incorporating customer feedback and information on features, benefits and drivers that may influence their consideration of this technology. 

The client engaged UMS Group to facilitate a Voice of the Customer (VOC) study of targeted electric transmission organizations, focusing on their needs and expectations of high voltage vacuum circuit breakers, in turn providing the client with valuable insights for their product development efforts.

Methodology

In preparation for the utility interviews, UMS Group worked with the client’s High Voltage Team to scope a targeted engagement and interview process for leading North American companies.  Development of the interview materials was an interactive process involving both the UMS Group and client teams.  UMS Group led the client through a series of challenge sessions to define the desired VOC feedback in two focal areas of Commercial and Technical requirements.

Solution

Using our extensive list of industry contacts, UMS Group attained participation of 20 leading transmission organizations for the study.  Participants were provided with a quantitative data survey for their completion. In conjunction with distribution of surveys, UMS Group scheduled and conducted phone interviews, reviewed survey answers, answered questions identified during a review of the responses, and gained a deeper understanding of their views. Transcripts of all interviews were shared with the client along with the UMS Group report compiling and summarizing survey results and insights.

Results

Key quantitative results were charted and graphed, accompanied by relevant captions / insights / takeaways for the client. Qualitative insights and findings were provided in both an executive summary and detailed discussion format of the final report.

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